We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369227 results
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Decision Reference DRN-4985261
21 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4985261 The complaint Mr H complains that IG Index Limited (‘IG’) should’ve stopped him from trading on its platform. What happened In March 2020 Mr H opened a spread betting account with IG. As part of that he completed an online appropriateness test which IG used to decide whether... (3 pages)View decision -
Decision Reference DRN-5408017
21 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5408017 The complaint Miss P’s complaint relates to problems she had with a car supplied to her by First Response Finance Ltd (FRF) under a hire purchase agreement. What happened Miss P entered into a hire purchase agreement with FRF in October 2022 to purchase a car. The cash pric... (8 pages)View decision -
Decision Reference DRN-5392642
21 Mar 2025 Accredited Insurance (UK) Limited UpheldInsuranceDRN-5392642 The complaint Mr and Mrs B complain that Accredited Insurance (Europe) Limited (“Accredited”) unfairly declined their claim for damage caused by an escape of water under their home buildings insurance policy. What happened Mr and Mrs B discovered a damp kitchen wall. They d... (4 pages)View decision -
Decision Reference DRN-5044797
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5044797 Complaint Mrs O is unhappy that Revolut Ltd didn't reimburse her after she told it she'd fallen victim to an investment scam. Background In 2023, Mrs O saw an advert on social media for a cryptocurrency investment opportunity. She clicked on a link in the advert an... (2 pages)View decision -
Decision Reference DRN-5343663
21 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5343663 The complaint Mr and Mrs C complained that Aviva Life & Pensions UK Limited declined a claim on their life and critical illness policy. What happened In 2017, Mr and Mrs C took out a life and critical illness policy with Aviva. I was sorry to hear that last year Mr C was... (3 pages)View decision -
Decision Reference DRN-4964870
21 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4964870 The complaint Mr E has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) in June 2016. Mr E’s SSAS was subsequently used to invest in Dolphin Capital loan note... (14 pages)View decision -
Decision Reference DRN-5395214
21 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5395214 The complaint Mr K, director of P – a limited company – complains on its behalf that TSB Bank plc has sent it emails incorrectly. What happened In September 2023, Mr K complained on P’s behalf about receiving a message from TSB that indicated he could view P’s business accou... (2 pages)View decision -
Decision Reference DRN-5391364
21 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5391364 The complaint Mr and Mrs F complain U K Insurance Limited trading as Direct Line (UKI) have mis-sold them Landlord Emergency cover. Mr F is the lead complainant, so I have referred to Mr F for the rest of this decision. What happened The background of this complaint is wel... (3 pages)View decision -
Decision Reference DRN-5383181
21 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5383181 The complaint Mr G complains about how Nationwide Building Society has dealt with an international payment he sent and its efforts to help him recover it. What happened In December 2023, Mr G instructed Nationwide to make an international payment online to another company. S... (2 pages)View decision -
Decision Reference DRN-5398286
21 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5398286 The complaint Mr M is unhappy that Barclays Bank UK PLC continues to reject his application for an account after it admitted issues around applications he had previously made. He wants to know what information it has based its decision on. What happened In July 2024, Mr M ap... (2 pages)View decision
