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 4385 results
-
Decision Reference DRN4894125
6 Nov 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S has complained to us about the way Bank of Scotland plc (‘BoS’) have handled the joint account she holds with her husband, Mr S, after he went into an Individual Voluntary Arrangement (‘IVA’).backgroundMr and Mrs S had a joint bank account with BoS with an o... (2 pages)View decision -
Decision Reference DRN5103020
10 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMrs E complains about a car purchased using her credit card. The complaint is brought against Barclays Bank Plc under section 75 of the Consumer Credit Act 1974.backgroundMrs E raised a section 75 claim against Barclays for breach of contract and misrepresentation in respect of the car... (2 pages)View decision -
Decision Reference DRN9019352
25 Jul 2014 Tradewise Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B and Mr H complain about the decision of Tradewise Insurance Services Ltd to reject a claim made against their motor trade policy, and about its handling of the claim.background Mr H, a named driver on Miss B’s policy, was involved in a car accident and made a claim, but they wer... (2 pages)View decision -
Decision Reference DRN4138094
25 Jan 2017 Bank of Scotland Plc Not upheldInvestment and pensionsMiss L’s complaint is about the sale of a mortgage endowment policy in 1992. She doesn’t believe that the policy was suitable for her, given her circumstances at the time. Miss L is also unhappy that Bank of Scotland plc (BoS) has refused to investigate her complai... (2 pages)View decision -
Decision Reference DRN4703572
18 Sep 2018 Pentagon (UK) Limited Not upheldBanking and creditMrs D complains that Pentagon (UK) Limited trading as Euro Debt Financial Services mis- sold her a Debt Management Plan (DMP). Mrs D says she thought she had entered an Individual Voluntary arrangement (IVA).backgroundIn 2010 Mrs D took advice from a debt management ... (2 pages)View decision -
Decision Reference DRN-4386327
6 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4386327 The complaint Miss S has complained about the amount AA Underwriting Insurance Company Limited (AA) paid in settlement of a claim she made under her motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them aga... (5 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision -
Decision Reference DRN-5157945
19 May 2025 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-5157945 The complaint Mr P has complained about delays caused by abrdn Fund Managers Limited (“abrdn”) in releasing the sale proceeds from investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in annuity payments being m... (5 pages)View decision -
Decision Reference DRN-3711838
16 Nov 2022 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3711838 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from Hargreaves Lansdown Asset Management (HLAM) to another provider (Company A). What happened In late April 2021, Mr B w... (4 pages)View decision -
Decision Reference DRN4254388
26 Jun 2013 CitiFinancial Europe Plc UpheldBanking and creditMr A complains of wrong adverse credit reference information registered in respect of a loan he had with CitiFinancial Europe Plc (“Citi”).our initial conclusionsMr A had a loan with CitiFinancial Europe Plc. He was not able to keep up with repayments, and eventually reached a... (2 pages)View decision
