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 365360 results
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Decision Reference DRN-5251980
31 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251980 The complaint Mr C 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 late 2012 / early 2013, Mr C says h... (45 pages)View decision -
Decision Reference DRN-5094287
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5094287 The complaint Mr S complains about the way HSBC UK Bank Plc handled his claim under Section 75 (S.75) of the Consumer Credit Act (CCA) 1974. What happened The substance of the S.75 claim in question has already been dealt with in a separate complaint, and is not something I ... (2 pages)View decision -
Decision Reference DRN-4879482
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4879482 The complaint Mr A has complained that Santander UK Plc has failed to refund him for a purchase he made from a third party. What happened In October 2023, Mr A purchased a headset from a third party store. He’s explained it was faulty, so he went back to the store in Novembe... (2 pages)View decision -
Decision Reference DRN-5276025
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5276025 The complaint Mr H’s complaint is about Revolut Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr H is represented by CEL Solicitors in this matter. However, I will refer to Mr H solely in this decision for ease of reading. What happened The circumstanc... (4 pages)View decision -
Decision Reference DRN-5258055
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5258055 The complaint Mr H complains that Bank of Scotland plc trading as Halifax provided incorrect details about the date he was removed as Power of Attorney (POA) from his late fathers’ bank account. He also complains about the customer service he received. The details of this co... (2 pages)View decision -
Decision Reference DRN-5236541
31 Jan 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5236541 The complaint Mrs L’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy which was declined. Mrs L says C&G treated her unfairly. Mrs L is helped by a representative in her complaint, but I sh... (2 pages)View decision -
Decision Reference DRN-4715276
31 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4715276 The complaint Mr D complains Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card. What happened Mr D held a credit card with Barclaycard for many years. In August 2022, Barclaycard wrote to Mr D saying it was reducing his credit limit fro... (2 pages)View decision -
Decision Reference DRN-5266857
31 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5266857 The complaint Mr B is unhappy that Domestic & General Insurance PLC (“D&G”) declined his claim under his protection policy. What happened The following is a summary of what I think are the key events. Mr B received an unsolicited extended warranty for his television ... (4 pages)View decision -
Decision Reference DRN-5296038
31 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5296038 Complaint Mr M complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his basic commitments going forward, witho... (5 pages)View decision -
Decision Reference DRN-5264205
31 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5264205 The complaint Mr and Mrs W complain that Barclays Bank UK PLC unfairly charged them more than the 0.15% above Bank of England Base (BoEB) rate they agreed to as there is a delay between BoEB rate changes and rate changes to their mortgage. What happened In November 2023 Mr ... (3 pages)View decision
