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 4790 results
-
Decision Reference DRN-5520045
7 May 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5520045 The complaint Mr L complains Barclays Bank Plc (‘Barclays’) delayed the transfer of his Stocks and Shares ISA causing him financial loss. Mr L had also referred a complaint about the other firm involved in his ISA transfer to our service but at the time didn’t ask for an Om... (8 pages)View decision -
Decision Reference DRN-4066605
6 Apr 2023 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-4066605 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN-4066618
6 Apr 2023 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-4066618 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN6596604
3 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMrs C complains that she was mis-sold two packaged bank accounts by Barclays Bank Plc. Mrs C’s husband, Mr C, brings the complaint on her behalf. backgroundIn 2002 Mrs C opened a free account with Barclays Bank Plc. This account was upgraded to a packaged account cal... (2 pages)View decision -
Decision Reference DRN9073928
19 Jun 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that U K Insurance Limited carried out a change of vehicle incorrectly under his car insurance policy. backgroundMr A said he has car insurance policies for two cars with UKI. He changed one of his cars and called UKI to change the car registratio... (2 pages)View decision -
Decision Reference DRN1287110
19 Oct 2016 Devitt Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr S complains that Devitt Insurance Services Ltd, a broker, charged him a fee after his insurer cancelled his motorcycle insurance policy.backgroundMr S couldn’t provide the details the insurer wanted in order to validate his policy. In particular it wanted a recent... (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 DRN3830274
11 Sep 2018 Equifax Limited UpheldBanking and creditMs W complains that Equifax Ltd didn’t protect her personal details.backgroundEquifax’s parent company was the subject of a cyber-attack. The attackers gained access to Ms W’s name, date of birth and phone number. Equifax accepted that Ms W could be exposed to cold c... (2 pages)View decision -
Decision Reference DRN2521154
19 Apr 2016 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs B complains that Be Wiser Insurance Services Ltd didn’t follow her instructions and set up a separate motor insurance policy for her son. backgroundMrs B said she called Be Wiser and asked it to set up a new policy for her son but to insure her car. Instead, ... (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