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 364862 results
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Decision Reference DRN-5241112
16 Jan 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5241112 The complaint Mr and Mrs B have complained that the life and critical illness policy they bought from Bank of Scotland, trading as Halifax (“Halifax”) was mis-sold. What happened Mr and Mrs B bought a property in 1999, with the assistance of a mortgage from Halifax. Alongsid... (2 pages)View decision -
Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision -
Decision Reference DRN-5180630
16 Jan 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5180630 The complaint H, a limited company, represented in this complaint by its director, Mr H, complains that Cater Allen Limited won’t refund the money lost when Mr H fell victim to a scam. What happened Mr H saw an advert about an opportunity to invest in a company which leased... (6 pages)View decision -
Decision Reference DRN-5199234
16 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5199234 The complaint Mr S complains that Bank of Scotland plc trading as Halifax should’ve offered him a new fixed rate on his mortgage sooner than it did. What happened Mr S took a mortgage with Halifax in 2017. The interest rate was fixed until June 2022. When the fixed rate expi... (3 pages)View decision -
Decision Reference DRN-5267023
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267023 The complaint Mr A complains Barclays Bank UK Plc reduced his overdraft limit on his current account unfairly – and provided him with poor customer service when he raised concerns regarding this. What happened I issued a provisional decision setting out what’d happened, and... (5 pages)View decision -
Decision Reference DRN-5261544
16 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5261544 The complaint Mr J has complained about a transfer of his personal pension with Phoenix Life Limited (Phoenix Life) to a small self-administered scheme (SSAS) in January 2014. Mr J’s SSAS was subsequently used to invest in The Resort Group (TRG), an overseas property develop... (16 pages)View decision -
Decision Reference DRN-5219129
16 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5219129 The complaint Mr P has complained about his motor warranty provider AWP P&C S.A. He is unhappy because it declined his claim for repair of his car which suffered a breakdown. What happened In 2020, Mr P took out a warranty with AWP to cover his costs for repair or rep... (3 pages)View decision -
Decision Reference DRN-4883229
16 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4883229 The complaint Mrs S complains about a used car she acquired through a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”). The car suffered a significant fault that required an engine rebuild and Mrs S is unhappy as Moneybarn won’t refund her the repair cost... (3 pages)View decision -
Decision Reference DRN-5227694
16 Jan 2025 National Counties Building Society Not upheldMortgagesDRN-5227694 The complaint Mr G complains that National Counties Building Society trading as Family Building Society asked him to accept a new mortgage interest rate product when it knew it was about to reduce its product interest rates. Mr G asks that a lower interest rate is applied to... (3 pages)View decision -
Decision Reference DRN-4951550
16 Jan 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-4951550 The complaint Mrs C complains that National Savings and Investments (NS&I) automatically re-invested the proceeds of a bond she had with it into a three-year fixed term bond. Mrs C is unhappy because the terms of the new bond are more onerous than the original bond she h... (9 pages)View decision
