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 381196 results
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Decision Reference DRN-5678084
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5678084 The complaint Mr O is unhappy that NewDay Ltd closed his account. What happened Mr O had a credit account with NewDay. Mr O engaged with a Claims Management Company (“CMC”) which raised a complaint with NewDay on Mr O’s behalf. Shortly afterwards, Mr O noticed that his NewDa... (2 pages)View decision -
Decision Reference DRN-5711213
28 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5711213 The complaint Mr S complains about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim he made on his home insurance policy; in particular he complains about delays. What happened Mr S had home insurance with RSA. He submitted a claim to RSA ... (3 pages)View decision -
Decision Reference DRN-5642952
28 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5642952 THE COMPLAINT Mr O complains Revolut Ltd will not reimburse him money he says he lost when he fell victim to a scam. Mr O is represented by CEL Solicitors (‘CEL’) in this matter. However, where appropriate, I will refer to Mr O solely in this decision for ease of reading. ... (3 pages)View decision -
Decision Reference DRN-5719205
28 Jul 2025 Legal & General (Portfolio Management Services) Ltd UpheldPensions and AnnuitiesDRN-5719205 The complaint Ms F has complained, on behalf of her daughter Miss F, about the decision Legal & General (Portfolio Management Services) Ltd (‘L&G’) made in respect of the death benefits payable to her under two pensions held by her late father. What happened The late... (4 pages)View decision -
Decision Reference DRN-4561073
28 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4561073 The complaint Mr and Mrs Q’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs Q purchased membership of a timeshare (the ... (11 pages)View decision -
Decision Reference DRN-5663659
28 Jul 2025 TSB Bank plc Not upheldConsumer CreditDRN-5663659 The complaint X complains that TSB Bank plc unfairly, and unreasonably, defaulted his loan. What happened In July 2020, X applied for a loan with TSB; the application was approved, and the funds were drawn down. In June and July 2023, X was sent a Notice of Default and a Fo... (3 pages)View decision -
Decision Reference DRN-5560111
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5560111 The complaint Mr A complains about the response from Bank of Scotland plc, trading as Halifax, to a claim that he made to it under section 75 of the Consumer Credit Act 1974. What happened Mr A bought a car from a dealer in September 2024. The price of the car was £21,372 an... (3 pages)View decision -
Decision Reference DRN-5544455
28 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5544455 The complaint Mr M complains that the compensation paid to him by The Prudential Assurance Company Limited (“Prudential”), following delays to the payment of a pension commencement lump sum (“PCLS” – otherwise known as tax-free cash), is insufficient. What happened Mr M has ... (3 pages)View decision -
Decision Reference DRN-5703606
28 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5703606 The complaint Miss K is complaining about the way Aviva Insurance Limited has handled a claim she made on her buildings insurance policy. She’s also unhappy with the way it wants to settle the claim. Aviva has used a number of agents to handle the claim on its behalf. But fo... (6 pages)View decision -
Decision Reference DRN-5625201
28 Jul 2025 Leabold Financial Management Ltd UpheldPensions and AnnuitiesDRN-5625201 The complaint Mr H mainly says: He has been a client of Leabold Financial Management Ltd (‘Leabold’) for decades. In 2021 he and his wife sought and obtained its advice on making a financial gift (of £1 million) to their adult children “in the most tax-free and cost-effec... (13 pages)View decision
