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 381194 results
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Decision Reference DRN-5272923
4 Nov 2025 Integrated Financial Arrangements LTD Not upheldInvestmentsDRN-5272923 The complaint Mr W complains that Integrated Financial Arrangements Ltd trading as Transact unfairly deducted charges from his Stocks and Shares ISA account between 2013 and 2024. What happened Mr W held a General Investment account and a Stocks and Shares ISA account with ... (4 pages)View decision -
Decision Reference DRN-5798340
4 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5798340 The complaint Mrs J, represented by her son Mr J, complains she was given unsuitable advice by St. James's Place Wealth Management Plc (“SJP”) to transfer existing pensions and ISAs into a new investment bond and ISA, which resulted in extra charges and a loss of tax ef... (5 pages)View decision -
Decision Reference DRN-5926800
4 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5926800 The complaint Miss C complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Miss C said she received a call... (5 pages)View decision -
Decision Reference DRN-5923875
4 Nov 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5923875 The complaint Miss R complains that Harvey & Thompson Limited trading as H&T Pawnbrokers (H&T) placed a stop on her account and prevented her from retrieving her pledged items. What happened I issued a provisional decision setting out what I thought about Miss R’... (6 pages)View decision -
Decision Reference DRN-5640228
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640228 The complaint Mrs B is unhappy Barclays Bank UK PLC will not refund £10,617.94 that she lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Mrs B fell victim to a job/task scam. ... (4 pages)View decision -
Decision Reference DRN-5922850
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5922850 The complaint Mr and Mrs L complain that NATIONAL WESTMISTER BANK PUBLIC LIMITED COMPANY gave them incorrect information about how much they could borrow. What happened Mr and Mrs L have a mortgage with NatWest. They wanted to borrow more money to extend their home. NatWest ... (2 pages)View decision -
Decision Reference DRN-5709476
4 Nov 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5709476 The complaint Mr J is unhappy that Origen Financial Services Limited (Origen) advised him to remain in his Defined Benefit (DB) Occupational Pension Scheme (OPS) in 2019. He believes this advice has caused him to suffer a loss. What happened Our investigator set out the back... (5 pages)View decision -
Decision Reference DRN-5925595
4 Nov 2025 Standard Life Lifetime Mortgages Limited Not upheldMortgagesDRN-5925595 The complaint The estate of Mrs C has complained about a lifetime mortgage Mrs C held with Standard Life Lifetime Mortgages Limited. The estate has said the mortgage was mis-sold. What happened The lifetime mortgage was taken out in May 2000 by Mr and Mrs C. They applied for... (3 pages)View decision -
Decision Reference DRN-5712118
4 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5712118 The complaint Mr A complains that Astrenska Insurance Limited unfairly declined to pay a claim on his European breakdown policy. Mr A’s policy is administered by another company on Astrenska’s behalf. That company has dealt with the claim and replied to Mr A’s complaint. But... (3 pages)View decision -
Decision Reference DRN-5706010
4 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5706010 The complaint Mr S complains about how Advantage Insurance Company Limited (“Advantage”) cancelled his car insurance policy when it said his driving score was too low. Mr S is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr S had a c... (3 pages)View decision
