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 119592 results
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Decision Reference DRN-5372213
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5372213 The complaint Ms B complains about the advice and actions of Lloyds Bank PLC in relation to her fixed term ISA. What happened Ms B contacted Lloyds as her ISA was maturing. She was told she could take out the interest and transfer the capital to another fixed rate ISA. She o... (3 pages)View decision -
Decision Reference DRN-5425530
25 Mar 2025 Scottish Widows Unit Trust Managers Limited UpheldInvestmentsDRN-5425530 The complaint Mr and Mrs S complain about Scottish Widows Unit Trust Managers Limited (SW). They’re unhappy with the level of service they received when Mrs S was attempting to transfer some shares to Mr S and then encash them. What happened Mrs S contacted SW in September 2... (3 pages)View decision -
Decision Reference DRN-5425781
25 Mar 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5425781 The complaint Mr and Mrs X have a long-standing dissatisfaction with how HSBC UK Bank Plc (HSBC) sold and subsequently handled their mortgage account, including its response to Mr and Mrs X’s personal circumstances, their request that their mortgage term be extended and the ... (6 pages)View decision -
Decision Reference DRN-5425362
25 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5425362 The complaint Miss S’s compliant is that a car supplied to her under a Conditional Sale Agreement (“CSA”) with Santander Consumer (UK) Plc (“Santander”) was of an unsatisfactory quality. She has asked that Santander take the car back, cancel the CSA and refund her money. Wh... (6 pages)View decision -
Decision Reference DRN-4986277
25 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4986277 The complaint Mr L has complained about the delivery of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited (trading as O2). What happened Mr L entered into a fixed sum loan agreement with Telefonica. He bought a phone which cost around £800 ... (3 pages)View decision -
Decision Reference DRN-5361512
25 Mar 2025 Lloyd's Insurance Company SA UpheldInsuranceDRN-5361512 The complaint Mr M and Miss S complain about the settlement Lloyd’s Insurance Company SA offered them for a claim they made under their overseas home insurance policy. Lloyd’s is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision -
Decision Reference DRN-5425075
25 Mar 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5425075 The complaint Mr P has complained about a loan Bank of Scotland plc trading as Halifax provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr P is represented in bringing his complaint, but for ease I’ve written as if we’ve deal... (3 pages)View decision -
Decision Reference DRN-5250255
25 Mar 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5250255 The complaint Mr T complains, via his professional representatives, about the advice Harbour Rock Capital Limited gave concerning the transfer of benefits from one of his defined-benefit (‘DB’) occupational pension schemes to a self-invested personal pension (SIPP). He says ... (9 pages)View decision -
Decision Reference DRN-5012210
25 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5012210 The complaint Mrs E entered into a fixed sum loan agreement with a predecessor company of Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) to finance works to her property. She complains that the work wasn’t of satisfactory quality. What happened Mrs ... (4 pages)View decision -
Decision Reference DRN-4990843
25 Mar 2025 Atomos Financial Planning Limited UpheldInvestmentsDRN-4990843 The complaint The estate of Mr C (‘the estate’) complains the late Mr C was given unsuitable advice by Atomos Financial Planning Limited (‘Atomos’) to take out an immediate needs annuity to pay for care costs. What happened Mr C was given joint advice with his late wife, Mr... (8 pages)View decision
