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 369228 results
-
Decision Reference DRN-4962712
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4962712 The complaint Miss G complains that Revolut Ltd (“Revolut”) won’t reimburse the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what ... (7 pages)View decision -
Decision Reference DRN-5224231
6 Mar 2025 Assetz SME Capital Limited Not upheldInvestmentsDRN-5224231 The complaint Mr W complains about the decision made by Assetz SME Capital Limited to introduce a fee when he withdraws money from his peer-to-peer (P2P) lending account – he doesn’t think it is justified in imposing the fee. What happened Mr W opened an account with Assetz... (5 pages)View decision -
Decision Reference DRN-5344241
6 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5344241 The complaint Mr D complained about how Admiral Insurance (Gibraltar) Limited handled a claim on his car insurance policy. Throughout the claim and complaint process, Mr D has had a representative helping him. In this decision, any reference to Mr D includes the actions and ... (3 pages)View decision -
Decision Reference DRN-4884701
6 Mar 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4884701 The complaint Mr J complains about the fees he has paid on his share-dealing account with Halifax Share Dealing Limited trading as Lloyds Bank Direct Investments (LBDI). He complains that he has paid the standard fees for more than six years instead of reduced rate fees. Mr... (3 pages)View decision -
Decision Reference DRN-5036269
6 Mar 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5036269 The complaint Mrs J has complained, via her representatives, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension to a small self-administered scheme (‘SSAS’) in May 2014. Mrs J’s SSAS was subsequently used to invest in storage units provided by Sto... (12 pages)View decision -
Decision Reference DRN-5376845
6 Mar 2025 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-5376845 The complaint Mr A, on behalf of G, complains that Tide Platform Ltd refunded only 50% of the money G lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam I won’t repeat them in full here. In sum... (3 pages)View decision -
Decision Reference DRN-5321972
6 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5321972 The complaint Mr and Mrs H complain that AmTrust Specialty Limited unfairly declined a claim under their legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. Whilst this is... (2 pages)View decision -
Decision Reference DRN-5376785
6 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5376785 The complaint Ms K is unhappy that Lloyds Bank PLC has decided not to refund her after she was the victim of a scam. What happened I set out the background to this complaint in my provisional decision, the facts of which are not in dispute. But in summary Ms K fell victim t... (4 pages)View decision -
Decision Reference DRN-5303698
6 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5303698 The complaint Mr L complains that BUPA Insurance Limited, trading as Bupa Global, is unfairly looking to apply a limit to his claim for cochlear implants under his international private medical insurance policy. Mr L has been represented by his father during this complaint.... (4 pages)View decision -
Decision Reference DRN-5352509
6 Mar 2025 National Westminster Bank Plc UpheldMortgagesDRN-5352509 The complaint Mr and Mrs W are unhappy that they were given incorrect information about their mortgage by National Westminster Bank Plc. Mr and Mrs W say that, as a result, they have suffered financial detriment, for which they would like the bank to compensate them. What h... (4 pages)View decision
