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 370904 results
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Decision Reference DRN-5462496
16 Apr 2025 ZILCH TECHNOLOGY LIMITED Not upheldBanking and PaymentsDRN-5462496 The complaint Miss M complains that ZILCH TECHNOLOGY LIMITED (“Zilch”) failed to pay her the refund she was due after a successful chargeback. What happened In November 2024 Miss M contacted Zilch after a purchase she had made with her account did not arrive. Zilch raised a ... (2 pages)View decision -
Decision Reference DRN-5134534
16 Apr 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5134534 The complaint Mrs D complains that her pension with St. James’s Place Wealth Management Plc (SJP) has lost over £50,000 in value since she transferred it and SJP has been unable to explain to her how much of that loss has been taken in charges. She would like that informatio... (9 pages)View decision -
Decision Reference DRN-5491278
16 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5491278 The complaint Mr and Mrs C are unhappy with the service from Barclays Bank UK PLC. Mr and Mrs C went with Mr C’s brother (as he requires support) to look at a car to potentially buy. The car for sale was 75 miles away. They decided to buy the car and attempted to pay by bank... (4 pages)View decision -
Decision Reference DRN-4543923
16 Apr 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4543923 The complaint Mr S has complained that Options UK Personal Pensions LLP (“Options”) failed to carry out sufficient due diligence when accepting his application to open a Self-Invested Personal Pension (SIPP) and allowing the SIPP to purchase a number of unregulated, high ris... (16 pages)View decision -
Decision Reference DRN-5385723
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5385723 The complaint Mr S is being represented by a claims manager. He’s complaining about Bank of Scotland plc trading as Halifax because it declined to refund money he says he lost as a result of fraud. What happened In October and November 2023, Mr S made a series of payments th... (2 pages)View decision -
Decision Reference DRN-5290357
16 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5290357 The complaint Mr P complains that American Express Services Europe Limited (“AESEL”) failed to properly handle his claim regarding damaged kitchen goods. What happened On 25 May 2023 Mr P ordered a new kitchen from a retailer (“the Merchant”). This was done via an account he... (3 pages)View decision -
Decision Reference DRN-5296006
16 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5296006 The complaint Mr S says Admiral Insurance (Gibraltar) Limited didn’t deal properly with a claim he made on his motor insurance policy and provided very poor service. What happened Mr S reported an accident to Admiral on 12 June 2024 and complained about its service within a... (2 pages)View decision -
Decision Reference DRN-5458458
16 Apr 2025 Freetrade Limited Not upheldInvestmentsDRN-5458458 The complaint Mr P complains that Freetrade Limited won’t do more to help him obtain a share certificate for some shares he holds with it. What happened Mr P has a share dealing account with Freetrade. He bought some shares in a company I’ll call E in 2021. It’s common groun... (3 pages)View decision -
Decision Reference DRN-5406392
16 Apr 2025 RAC Insurance Limited Not upheldInsuranceDRN-5406392 The complaint Mr T has complained that RAC Insurance Limited unreasonably and unfairly withheld £25 when he cancelled his roadside assistance cover as he wasn’t aware it would renew automatically. What happened Mr T said he didn’t know his RAC cover was renewing automatical... (4 pages)View decision -
Decision Reference DRN-5225982
16 Apr 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5225982 The complaint Mrs O’s (and Mr O1’s) son and Lasting Power of Attorney (LPOA), Mr O2, complains on her behalf about the service she received from Family Assurance Friendly Society Limited, trading as OneFamily. What happened In summary Mr O2 is unhappy about the service he r... (8 pages)View decision
