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 4310 results
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Decision Reference DRN-2711608
10 May 2021 Helm Godfrey Partners Ltd Not upheldPensions and AnnuitiesDRN-2711608 The complaint Mr R says Helm Godfrey Partners Ltd (HGP) gave him unsuitable advice about his pension arrangements which has resulted in financial detriment. Mr R is represented in his case by Mac Fin Consulting Ltd. What happened Mr R had been a client of HGP since 2006, when h... (7 pages)View decision -
Decision Reference DRN1219352
29 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr and Mrs B have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA did not provi... (6 pages)View decision -
Decision Reference DRN3988290
16 Oct 2015 Wescot Credit Services Limited UpheldBanking and creditMr B complains that Wescot Credit Services Limited has failed to provide documentation about a debt it is trying to recover from him on behalf of the debt owner. He also complains about information registered about the debt on his credit file. background Wescot was ... (2 pages)View decision -
Decision Reference DRN-1624109
4 Jun 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1624109The complaintMr P complains that HSBC UK Bank Plc has reported incorrect information about his credit card to credit reference agencies. What happenedMr P had a credit card with HSBC. The account fell into arrears and a default was issued. Mr P says that until mid-2019 the date ... (2 pages)View decision -
Decision Reference DRN8747273
9 Apr 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc (“Santander”) mis-sold him a packaged bank account.backgroundThe background to this complaint and my initial conclusions are set out in my provisional decision from March 2015.Mr G completed an application form to open a Premier 50 c... (2 pages)View decision -
Decision Reference DRN6731436
9 Nov 2018 Barclays Bank Plc Not upheldBanking and creditMr J has complained that Barclays Bank Plc (“Barclays”) mis-sold him a Tech Pack bundle from its feature store in 2014.backgroundOne of our adjudicators has looked into Mr J’s complaint already and she didn’t think that Barclays mis-sold the feature store package. Mr J ... (2 pages)View decision -
Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN-5481716
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481716 The complaint Mr O has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened In May 2024 Mr O’s account with NatWest was blocked. This took place after he’d received a cred... (2 pages)View decision -
Decision Reference DRN7683686
5 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMr P has complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to him in 2009. He paid a monthly fee for the account which offered several benefits in return.backgroundMr P opened a fee free account with Halifax ... (2 pages)View decision -
Decision Reference DRN2962479
5 Sep 2013 Mortgage Express Not upheldBanking and creditMr H complains that his mortgage was missold and Mortgage Express has breached a number of laws and regulations when administering his mortgage. Mr H says he has suffered financial loss as a result. Mr H asks that a payment arrangement is put in place, the possession claim is cancelle... (2 pages)View decision
