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 4569 results
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Decision Reference DRN-5610392
8 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5610392 The complaint Mrs F is unhappy that The Prudential Assurance Company Limited (‘Prudential’) sent payments to her adviser when she believed the adviser was not in a position to give her advice. Mrs F is represented by a professional representative, but for ease I will refer t... (2 pages)View decision -
Decision Reference DRN-5306570
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5306570 The complaint Mr M’s complaint is that Bank of Scotland plc trading as Halifax unfairly recorded a fraud marker against him during the course of a mortgage application. Mr M says this was the wrong decision, and that Halifax has never asked him for any more information that ... (2 pages)View decision -
Decision Reference DRN-3598928
20 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3598928 The complaint Mrs G complains (through her representative) that she was mis-sold a Select Platinum Account (SPA) in 2015 by National Westminster Bank Plc (NatWest). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Th... (2 pages)View decision -
Decision Reference DRN2105976
25 Aug 2016 FCE Bank Plc Not upheldBanking and creditMr T complains about an excess mileage charge that FCE Bank Plc (“FCE”) say he is liable for.backgroundMr T obtained a car on hire through FCE. Mr T believes he agreed an annual mileage limit of 12, 000 miles with the dealership and says this is the distance he has a... (2 pages)View decision -
Decision Reference DRN-3716422
6 Oct 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3716422 The complaint Mr B complains about the way HSBC UK Bank Plc dealt with his credit card account when he was having difficulty making payments. What happened Mr B has a credit card account with HSBC. Because of the Covid-19 pandemic, his business was struggling and he in turn fou... (2 pages)View decision -
Decision Reference DRN-2748547
17 May 2021 Experian Limited Not upheldConsumer CreditDRN-2748547 The complaint Miss A complains about the monthly charges she’s incurred since signing up to Experian Limited’s Credit Expert service. What happened In 2014 Miss A signed up to the Credit Expert service and has told us she wasn’t aware that, after a free 30 day trial period, she... (2 pages)View decision -
Decision Reference DRN9284570
19 May 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs C complain that Allianz Insurance plc mishandled their motor insurance.backgroundMrs C took out a policy in 2015. She was the policyholder and Mr C was a named driver. After renewal of the policy in 2016, they complained that Allianz wouldn’t send them a... (2 pages)View decision -
Decision Reference DRN-3345678
20 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3345678 The complaint Mrs K complains that HSBC UK Bank Plc’s failure to respond to her contact attempts in relation to her mortgage application caused her to miss a deadline and to incur legal costs. What happened Mr and Mrs K visited a branch of HSBC in February 2020 to enquire about... (4 pages)View decision -
Decision Reference DRN-5790067
1 Sep 2025 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-5790067 The complaint Mrs S complains that Quilter Life & Pensions Limited (“Quilter”) failed to complete the transfer of her pension savings to another provider in a timely manner. What happened Mrs S has been assisted in making this complaint, and her dealings with Quilter, by... (4 pages)View decision -
Decision Reference DRN-2642815
27 May 2021 Soteria Insurance Limited Not upheldInsuranceDRN-2642815 The complaint Mr B complains that Soteria Insurance Limited, (“Soteria”) voided his motor insurance policy and refused to pay his claim. What happened Mr B took out his motor insurance policy with Soteria through a price comparison website in August 2017 and renewed this in Aug... (4 pages)View decision
