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 370903 results
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Decision Reference DRN-5548839
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548839 The complaint Mr I complains Bank of Scotland plc trading as Halifax (Halifax) failed to support and refund him for a fraudulent transaction on his account at an Automated Teller Machine (ATM). Mr I was represented by his daughter on his complaint. What happened On 8 Janua... (3 pages)View decision -
Decision Reference DRN-4832081
30 Jun 2025 Morgan Lloyd SIPP Services Limited Not upheldPensions and AnnuitiesDRN-4832081 The complaint Mr L complains Morgan Lloyd SIPP Services Limited (‘ML’) failed to carry out sufficient due diligence on the investments it allowed him to hold within his ML self-invested personal pension (‘SIPP’), that it wasn’t proactive when things started to go wrong with ... (26 pages)View decision -
Decision Reference DRN-5501090
30 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5501090 The complaint Mr M complains that Starling Bank Limited has declined to reimburse a payment he says he didn’t authorise. What happened Mr M is disputing a debit card payment of around £400 that took place in March 2024. It was approved in his mobile banking app on his device... (3 pages)View decision -
Decision Reference DRN-5624054
30 Jun 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5624054 The complaint Mrs B complains that the end of contract charges applied by Volvo Car UK Limited trading as Volvo Cars when a car was returned under a hire agreement were unfair and unreasonable. What happened In January 2022 Mrs B entered into a three-year hire agreement for ... (3 pages)View decision -
Decision Reference DRN-5657707
30 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5657707 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) should pay compensation for admitted poor service in connection with a FlexDirect account. What happened In brief summary, Nationwide admitted it had made an error when it incorrectly sent Mr S an a... (3 pages)View decision -
Decision Reference DRN-5552900
30 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5552900 The complaint Mr D complains that Moneybarn No.1 Limited mishandled his account when it fell into arrears and this has unfairly impacted on his credit file. What happened In January 2024 Mr D entered into a 60-month conditional sale agreement with Moneybarn for a used car. U... (3 pages)View decision -
Decision Reference DRN-5540418
30 Jun 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5540418 The complaint Mrs G has complained about Tradex Insurance Company PLC’s decision to turn her claim down under her car insurance policy, following damage to her car. And about the way it handled the claim. What happened The details of this complaint are well known to both par... (2 pages)View decision -
Decision Reference DRN-5599560
30 Jun 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5599560 The complaint Mr R opened an Individual Savings Account (‘ISA’) with St. James’s Place Wealth Management Plc (‘SJP’) in 2007. In 2017 he followed SJP’s advice to transfer his two ReAssure pensions into an SJP Retirement Account (‘RA’). The ISA and the RA included SJP’s Ongoi... (8 pages)View decision -
Decision Reference DRN-5350630
30 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5350630 The complaint Ms L complains about the customer service she received from The Co-operative Bank Plc (Co-op) when she attempted to complete an account switch. What happened Ms L was a customer of Co-op and held the equivalent of a basic bank account with it. In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5570430
30 Jun 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5570430 The complaint Miss J complains STARTLINE MOTOR FINANCE LIMITED (Startline) provided her with a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Miss J took out the hire purchase agreement with Startline on 10 October 2024 in order to a... (4 pages)View decision
