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 366873 results
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Decision Reference DRN-5246419
3 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246419 The complaint Mr D complains about what happened when he tried to redeem his mortgage with National Westminster Bank Plc. He said NatWest repeatedly failed to supply a redemption statement, and then kept over £3,000 of his money for some months. What happened Mr D told us th... (4 pages)View decision -
Decision Reference DRN-5064601
3 Feb 2025 Mottram Financial Services Limited Not upheldPensions and AnnuitiesDRN-5064601 The complaint X complains that Mottram Financial Services Limited (Mottram) failed to provide him with annual reviews of his investments, despite paying a fee for that service. What happened X had a drawdown pension plan. I understand that he had been a client of his previou... (5 pages)View decision -
Decision Reference DRN-4937226
3 Feb 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-4937226 The complaint Mrs G complains Northern Bank Limited trading as Danske Bank didn’t do enough to protect her when she fell victim to an impersonation scam. What happened Mrs G has an account with Danske Bank. Mrs G says she received a message on a well-known messaging app from... (2 pages)View decision -
Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What h... (3 pages)View decision -
Decision Reference DRN-5283184
3 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5283184 The complaint Mr S complains that National Westminster Bank Plc won’t refund the money he says was lost as the result of a scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made b... (6 pages)View decision -
Decision Reference DRN-5215790
3 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5215790 The complaint Mr H complains about the service he received in a Bank of Scotland plc trading as Halifax branch and how his subsequent complaint was handled. What happened Mr H went to a Halifax branch to withdraw £1,000 in cash. He says he successfully withdrew £500 from a ... (4 pages)View decision -
Decision Reference DRN-5241577
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5241577 The complaint Ms E and Mr W complain about how Admiral Insurance (Gibraltar) Limited settled another driver’s claim made on their motor insurance policy. Mr W is a named driver on Ms E’s policy and represents her in this matter. What happened Mr W hit a parked car whilst re... (2 pages)View decision -
Decision Reference DRN-5066041
3 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5066041 The complaint Mrs B complains that Revolut Limited didn’t do enough to prevent her from falling victim to a scam. Mrs B has used a representative to bring her complaint, but for ease of reading, I’ll mostly just refer to Mrs B herself where I mean both her and the represent... (3 pages)View decision -
Decision Reference DRN-5207497
3 Feb 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5207497 The complaint Miss C complains about Marshmallow Financial Services Ltd’s handling of the sale of a car insurance policy. What happened In April 2024, Miss C accepted a quote for a car insurance policy, through a comparison site. Miss C said after she paid for the policy, sh... (2 pages)View decision -
Decision Reference DRN-5269108
3 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5269108 The complaint Mr R, with the help of a professional representative, has complained about a transfer from his Scottish Widows Limited pension policy to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in September 2014. The QROPS was subsequently used to inv... (16 pages)View decision
