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 246785 results
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Decision Reference DRN-5634060
19 Jun 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5634060 The complaint Ms F complains about the advice given by Pi Financial Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial loss. What ... (9 pages)View decision -
Decision Reference DRN-5576757
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576757 The complaint Mr R complains about the service he received from Bank of Scotland trading as Halifax, after trying to make a withdrawal at a cash machine. What happened In November 2024, Mr R tried to withdraw £10 from a cash machine with his Halifax debit card. The transact... (2 pages)View decision -
Decision Reference DRN-5078850
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078850 The complaint Mr I complains Barclays Bank UK PLC won’t refund money he lost to two scams. A representative who I will call “T” complains on behalf of Mr I. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-5636312
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5636312 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (12 pages)View decision -
Decision Reference DRN-5462056
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5462056 The complaint Mr and Mrs W complain about the overdraft charges and interest Bank of Scotland plc applied to their account; they’re also unhappy with the level of support they say they’ve received. What happened Mr and Mrs W hold a current account with Bank of Scotland. The... (3 pages)View decision -
Decision Reference DRN-5488955
19 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5488955 The complaint Mrs B complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her motor insurance policy for damage to her vehicle from a third party vehicle that caught fire. References to Admiral in this decision include their agents. I... (6 pages)View decision -
Decision Reference DRN-5630991
19 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5630991 The complaint Mr and Mrs B complain that Aviva Insurance Limited declined a claim on their home buildings insurance policy. What happened Mr and Mrs B became concerned about water entering the garage at their property and causing damage. They looked into what was causing the... (2 pages)View decision -
Decision Reference DRN-5481019
19 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5481019 The complaint This complaint is about a term assurance policy held jointly by Mr K, and his late wife, Mrs K. Their son – who I shall call Mr E – is representing Mr K in pursuing the complaint. Mr E says Legal and General Assurance Society Limited (‘L&G’) has unreasonabl... (4 pages)View decision -
Decision Reference DRN-5338053
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5338053 The complaint Ms C, who is represented, complains that Santander UK Plc won’t reimburse her money she lost after making an investment. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Ms C was introduc... (3 pages)View decision -
Decision Reference DRN-5615485
19 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5615485 The complaint Mr S is unhappy with how Capital One (Europe) plc recorded information on his credit file. What happened In 2014 and 2016 Mr S took out credit cards with Capital One. Unfortunately, Mr S says he got into financial difficulty and suffered severe ill health. He ... (3 pages)View decision
