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-5394039
14 Mar 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5394039 The complaint Mr and Mrs F complain about a re-mortgage application they arranged with London and Country Mortgages Ltd (“L&C”). Mr and Mrs F say that they were carrying out extensive building work on their property, but it wasn’t until the day of completion in May 2023 ... (3 pages)View decision -
Decision Reference DRN-5319868
14 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5319868 The complaint W complains that Revolut Ltd won’t refund money it lost when it was a victim of an impersonation scam. W is being supported in its complaint by a representative, but for ease, I’ll only refer to W in this decision. What happened The background to this complaint... (4 pages)View decision -
Decision Reference DRN-5396652
14 Mar 2025 Exeter Friendly Society Limited UpheldInsuranceDRN-5396652 The complaint Mr K complains Exeter Friendly Society Limited unfairly declined his claim and accused him of working while he was unwell. What happened Mr K works as an events manager at a hospitality venue. In early January 2023, he took out an income protection policy via a... (8 pages)View decision -
Decision Reference DRN-5331028
14 Mar 2025 Furness Building Society Not upheldBanking and PaymentsDRN-5331028 The complaint Mr T complains Furness Building Society (FBS) didn’t tell him it would charge him £20 for a CHAPS transfer, he also complains he lost out on a day’s interest because of this transfer. What happened Mr T explained he contacted FBS on 2 January 2024 to arrange a ... (2 pages)View decision -
Decision Reference DRN-5382461
14 Mar 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5382461 The complaint Mr and Mrs L as Trustees of the L Trust (trustees) complained that The Prudential Assurance Company Limited didn’t settle a claim correctly on a life and critical illness policy. The trustees also complained about being asked to refund part of the claim payment... (3 pages)View decision -
Decision Reference DRN-5319715
14 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5319715 The complaint Mr A is unhappy with the settlement amount from AXA Insurance UK Plc following making an impact damage claim on his property insurance policy. What happened On 7 August 2021, Mr A’s property suffered impact damage from a third-party vehicle. Mr A contacted AXA... (3 pages)View decision -
Decision Reference DRN-5017074
14 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5017074 The complaint Ms R complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In September 2023 Ms R entered into a 25... (4 pages)View decision -
Decision Reference DRN-5338724
14 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5338724 The complaint Mr S complains about the customer service given by Nationwide Building Society which led to inconvenience, loss of interest and errors in paying compensation. What happened Mr S visited a Nationwide branch during August 2024 to find out how he could open a new ... (3 pages)View decision -
Decision Reference DRN-4856283
14 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4856283 The complaint Mr M complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2017, Mr M was looking for an investment online and came across an investment company offering investments in renewable... (3 pages)View decision -
Decision Reference DRN-4856249
14 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4856249 The complaint Mr M complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2017, Mr M was looking for an investment online and came across an investment company offering investments in renewable... (3 pages)View decision
