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 370149 results
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Decision Reference DRN-4659094
18 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4659094 The complaint Miss C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment scam. She’s also unhappy that the bank is holding her liable for a loan that she didn’t apply for, as well as a money transfer from h... (4 pages)View decision -
Decision Reference DRN-5223967
18 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5223967 The complaint Mr P is unhappy with how Tesco Personal Finance Limited handled his savings account when his fixed term was coming to an end. What happened Mr P opened a fixed term savings account with Tesco in August 2023. Tesco confirmed the opening of the account in writin... (2 pages)View decision -
Decision Reference DRN-5299194
18 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5299194 The complaint Mr A complains that Revolut Ltd (“Revolut”) cancelled the travel insurance benefit in its premium plan before the end of the subscription term. What happened Mr A had a subscription for a premium plan with Revolut with travel insurance included as one of the be... (2 pages)View decision -
Decision Reference DRN-5265290
18 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5265290 The complaint Mr M has complained that Creation Consumer Finance Ltd “Creation” rejected his claim against it under Section 75 of the Consumer Credit Act 1974 “The Act”. What happened Mr M bought solar panels (the system) for his home in 2021. The purchase was funded by a l... (4 pages)View decision -
Decision Reference DRN-5336994
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5336994 The complaint Mr A complains Barclays Bank UK PLC acted unfairly in refusing him access to money he held with it. He says he lost out as a result of being unable to undertake transactions. What happened I issued my provisional decision on this complaint, setting out what I i... (4 pages)View decision -
Decision Reference DRN-5334957
18 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5334957 The complaint Mr E complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr E says he was approached b... (42 pages)View decision -
Decision Reference DRN-5338421
18 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5338421 The complaint Mr M and Mrs M have complained that AXA Insurance UK Plc (AXA) haven’t settled part of their claim under their home insurance policy. What happened Mr M and Mrs M made a claim for a water leak. A while later, Mr M and Mrs M referred the claim to the County Cou... (3 pages)View decision -
Decision Reference DRN-5156788
18 Feb 2025 Thomas Brannigan Not upheldPensions and AnnuitiesDRN-5156788 The complaint Mrs P complains that Thomas Brannigan trading as Hanson Financial Services (“TB”) has failed to manage the investment of her pension savings in a professional manner. What happened Mrs P’s relationship with TB started in late 2020 when she sought advice about t... (4 pages)View decision -
Decision Reference DRN-5226466
18 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5226466 The complaint Mr M complains National Savings and Investments (NS&I) unnecessarily asked for information he’d already provided them with, when he enquired about an old premium bond holding. What happened Mr M says in January 2024 he contacted NS&I regarding some old ... (2 pages)View decision -
Decision Reference DRN-5285317
18 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5285317 The complaint Mr E and Mrs E have complained about how Aviva Insurance Limited (Aviva) dealt with an online chat about the renewal of a home insurance policy. As Mr E mainly seemed to deal with the complaint, for ease, I will normally only refer to him. What happened Mr E ... (3 pages)View decision
