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 371633 results
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Decision Reference DRN-5604676
9 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5604676 The complaint Mr A complains about the value Aviva Insurance Limited (“Aviva”) said his car was worth following a claim on his motor insurance policy, and that it didn’t provide him with a courtesy or hire car or pay for storage costs. What happened Mr A had a motor insuranc... (6 pages)View decision -
Decision Reference DRN-5473463
9 Jun 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5473463 The complaint Mr L complains about the time it took Halifax Share Dealing Limited trading as IWeb Share Dealing to allocate him some shares after a corporate action. What happened In early 2025 Mr L complained to IWeb about the length of time it was taking for him to receiv... (2 pages)View decision -
Decision Reference DRN-5220792
9 Jun 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5220792 The complaint Mrs A, represented by a Claims Management Company (CMC), complains that investment advice provided to her by St. James's Place Wealth Management Plc (“SJP”) was unsuitable and that it also failed to provide ongoing annual reviews of the recommended investm... (3 pages)View decision -
Decision Reference DRN-5608453
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5608453 The complaint Mr and Mrs P complain NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed them following an authorised push payment (‘APP’) investment scam they fell victim to. They say NatWest should reimburse them for the money they lost. In bring... (7 pages)View decision -
Decision Reference DRN-5605956
9 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5605956 The complaint Mrs P has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened The circumstances of the complaint are well known so I’m not going to repeat everything... (3 pages)View decision -
Decision Reference DRN-5536470
9 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5536470 The complaint Mr H complains about Trading 212 UK Limited (Trading212) after he requested a withdrawal from his account with them. What happened At the end of January 2025, in preparation for a large withdrawal, Mr H requested a smaller ‘test’ withdrawal from his cash ISA ac... (2 pages)View decision -
Decision Reference DRN-5187624
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsThe complaint Mr and Mrs W have complained HSBC UK Bank Plc trading as First Direct won’t refund several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-5610343
9 Jun 2025 Wakam UpheldInsuranceDRN-5610343 The complaint Mr B has complained about his previous commercial vehicle insurer Wakam. He thinks it mishandled a claim made against him by a third-party driver, which caused him upset and to incur additional policy costs. What happened In mid-June 2022 Mr B’s policy was due... (5 pages)View decision -
Decision Reference DRN-5609994
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5609994 The complaint Mr E complains that Santander UK Plc unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr E held an account with Santander. In mi... (3 pages)View decision -
Decision Reference DRN-5608341
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5608341 The complaint Mrs P complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says NatWest should reimburse her for the money she lost. In bringing her co... (7 pages)View decision
