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 364422 results
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Decision Reference DRN-5013944
4 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5013944 The complaint X and Mr M complain National House Building Council (NHBC) provided poor service for their building warranty. NHBC’s been represented by agents at points. For simplicity, in places, I’ve referred to the agent’s actions as being NHBC’s own. X and Mr M are both... (2 pages)View decision -
Decision Reference DRN-4979234
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4979234 The complaint Ms G is unhappy after she fell victim to an investment scam and Santander UK Plc has decided not to refund her. What happened Ms G found an investment opportunity online and was called by a financial consultant. She was persuaded to invest with S, which was of... (5 pages)View decision -
Decision Reference DRN-5246818
4 Feb 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5246818 The complaint Mr A’s grandmother complains her grandson’s child trust fund, which Bank of Scotland plc trading as Halifax administered between 2017 and 2020, is approximately £3,000 short. What happened Mr A’s grandmother opened a child trust fund for her grandson in 2009. S... (2 pages)View decision -
Decision Reference DRN-5179790
4 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5179790 The complaint Mr S complains about Society of Lloyd’s (“Lloyd’s”) delay in handling his claim under his motor insurance policy. Lloyd’s are the insurers of Mr S’s policy. Part of this complaint concerns the actions of an agent. So any reference to Lloyd’s includes the actio... (5 pages)View decision -
Decision Reference DRN-5076684
4 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5076684 The complaint Mrs M complained that Black Horse Limited (‘Black Horse’), irresponsibly granted her a finance agreement she couldn’t afford to repay. What happened In January 2022 Mrs M acquired a caravan holiday home, financed in part by a hire purchase agreement from Black... (5 pages)View decision -
Decision Reference DRN-5304842
4 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304842 Complaint Ms E is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to a scam. Background In March 2023, Ms E saw an advertisement on a social media platform promoting an investment opportunity. It appeared to have been endorsed by a well-known public figur... (3 pages)View decision -
Decision Reference DRN-5304593
4 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5304593 The complaint Mr C and Mrs T complain about the sale of a private medical insurance policy by Aviva Insurance Limited, and its decision to turn down a claim. What happened Mr C holds private medical insurance cover with Aviva. He is the main policyholder, though the policy ... (4 pages)View decision -
Decision Reference DRN-5300292
4 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5300292 The complaint Mr M 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 early 2013, Mr M was recommended by... (44 pages)View decision -
Decision Reference DRN-5257601
4 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5257601 The complaint Mr W complains that Barclays Bank UK PLC unfairly restricted his account. What happened In October 2023, following a transaction Mr W made, Barclays decided to restrict his account. Over the days that followed, Mr W carried out several telephone calls to the ba... (3 pages)View decision -
Decision Reference DRN-5305944
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5305944 The complaint Mr S is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In July and August 2024, Mr S raised several complaints with Santander regarding the service he’d received from them. Santander issued responses to Mr S’s com... (6 pages)View decision
