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 4196 results
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Decision Reference DRN-5353698
21 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5353698 The complaint Miss C has complained about a transfer of her Scottish Widows Limited (‘Scottish Widows’) personal pensions to an occupational scheme in 2012. Miss C says Scottish Widows failed in its responsibilities when dealing with the transfer request. She says that it sh... (4 pages)View decision -
Decision Reference DRN7462362
6 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr D complains about the service received by Bank of Scotland, trading as Halifax. He brings this complaint through his representative Ms W – who also holds a power of attorney.backgroundMs W complained to Halifax when she realised that fraudulent transactions had bee... (2 pages)View decision -
Decision Reference DRN2848324
29 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S has complained that AXA Insurance UK Plc has recorded a claim as a fault claim against his car insurance policy on the Claims Underwriting Exchange (CUE) database.backgroundMr S was involved in an incident with another driver which he says was the other driver’s fault. Unfortunately M... (2 pages)View decision -
Decision Reference DRN8652655
30 May 2014 Plus500UK Ltd Not upheldInvestment and pensionsMr D complains that Plus500UK Ltd (“Plus500”) closed his trading account without warning and cancelled the profits he had made. backgroundMr D opened a contract for a difference trading account in early 2013, funded the account via a wire transfer and began trading in oil. Over a perio... (2 pages)View decision -
Decision Reference DRN8919857
30 Jul 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss T’s unhappy with the way Royal & Sun Alliance Insurance Plc has investigated and dealt with a claim on her motor insurance policy. backgroundMiss T’s car was damaged while parked. A person told her what had happened, provided the other party’s registration an... (2 pages)View decision -
Decision Reference DRN1257364
24 Oct 2014 Barclays Bank Plc UpheldBanking and creditMiss J complains that Barclays Bank Plc unfairly and unreasonably refused to remove default information it had registered on her credit file in respect of two current account debts.backgroundMiss J says that, over a period of time, she was the victim of an abusive relationship and thi... (2 pages)View decision -
Decision Reference DRN8562339
28 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMiss C complains that Ms D was not allowed to operate her account at Barclays Bank PLC even though Ms D had been made an “appointee” by the Department of Work and Pensions (“DWP”). Ms D brings the complaint on Miss C’s behalf.backgroundMiss C does not have the capacity to manage her ow... (2 pages)View decision -
Decision Reference DRN4166999
3 Dec 2018 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc won’t refund to him the money that he paid for a car to be released from a compound. His complaint is made against Santander under the chargeback rules and section 75 of the Consumer Credit Act 1974. backgroundMr L says that hi... (2 pages)View decision -
Decision Reference DRN1980462
5 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditB, a community association, complains that National Westminster Bank Plc credited a payment to its account that was due for its treasurer.backgroundThe treasurer of B had registered for mobile banking with NatWest to access the accounts of B. A business client of the treasurer wanted to ma... (2 pages)View decision -
Decision Reference DRN-2919735
16 Sep 2021 Brentacre Insurance Services Ltd Not upheldInsuranceDRN-2919735 The complaint Mr G complains Brentacre Insurance Services Ltd didn’t pass on information to his insurer, leading to his motor insurance policy being cancelled. What happened In September 2020 Mr G asked Brentacre to arrange a motor insurance policy for his car. He was asked for... (2 pages)View decision
