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-5479551
9 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5479551 The complaint Mr P says Bamboo Limited irresponsibly lent to him. What happened Mr P took out a loan for £3,000 over 24 months from Bamboo on 27 June 2021. The monthly repayments were £185.19 and the total repayable was £4,444.49. He says Bamboo’s checks were not thorough e... (3 pages)View decision -
Decision Reference DRN-5353897
9 Jul 2025 MB Capital Limited Not upheldPensions and AnnuitiesDRN-5353897 The complaint Mr T has complained about the actions of MB Capital Limited (“MBC”) in relation to his self- invested personal pension (“SIPP”). What happened Mr T is represented by a firm of solicitors. When they originally complained to MBC, they said MBC had failed to do ad... (3 pages)View decision -
Decision Reference DRN-5558289
9 Jul 2025 Taveo Group Limited Not upheldConsumer CreditDRN-5558289 The complaint D – a limited company – is complaining it believes Taveo Group Limited (‘Taveo’) mis-sold it a credit agreement to pay the annual premium on its commercial vehicle insurance policy. What happened In November 2024 Taveo – a broker – renewed D’s commercial vehicl... (2 pages)View decision -
Decision Reference DRN-5682439
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5682439 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr B is b... (20 pages)View decision -
Decision Reference DRN-5594687
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5594687 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax declined her card despite the fact that she’d activated it and had been assured that it would work. What happened Mrs B opened a credit card account with Halifax in April 2021. In December 2024 Mrs B ... (2 pages)View decision -
Decision Reference DRN-5605503
9 Jul 2025 RAYMOND JAMES WEALTH MANAGEMENT LIMITED Not upheldInvestmentsDRN-5605503 The complaint Mrs C, Miss C and Mrs G as trustees (‘the trustees’) of Mr & Mrs E K C's Trust for Grandchildren (‘the trust’) complain about the service they received from Charles Stanley & Co Ltd (‘Charles Stanley’) when they requested a transfer of assets from ... (7 pages)View decision -
Decision Reference DRN-5646533
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5646533 The complaint Miss M complains about how Inter Partner Assistance SA (IPA) handled her claim against her travel insurance policy. Reference to IPA includes its agents. What happened In summary, Miss M had an annual travel insurance policy underwritten by IPA. Whilst she was... (5 pages)View decision -
Decision Reference DRN-5591611
9 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5591611 The complaint Mr G complains about the way in which Nationwide Building Society communicated an interest rate rise to him. What happened Mr G holds a credit card account with Nationwide. In February 2025 Nationwide sent Mr G a letter advising him of a change to the rate of i... (2 pages)View decision -
Decision Reference DRN-5572215
9 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5572215 The complaint Mr M complains about the level of service provided by Ageas Insurance Limited following a claim made on his roadside assistance insurance policy. What happened Mr M’s car broke down whilst he was driving abroad and his garage advised him not to start the engin... (3 pages)View decision -
Decision Reference DRN-5668069
9 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5668069 The complaint Mrs G complains about how Admiral Insurance (Gibraltar) Limited has handled a claim made on her motor insurance policy. She wants it to settle her claim and pay her compensation for her costs incurred in the meantime due to its delays. What happened Mrs G said ... (5 pages)View decision
