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
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Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 pages)View decision -
Decision Reference DRN-2711073
22 Mar 2022 Mattioli Woods PLC Not upheldPensions and AnnuitiesDRN-2711073 The complaint Mr H complains about the way Mattioli Woods PLC (MW) has administered his Self-Invested Personal Pension (SIPP). What happened In 2012, Mr H’s occupational pension was transferred into an ‘Essential SIPP’ which was operated by Stadia Trustees Limited (STL). The fu... (7 pages)View decision -
Decision Reference DRN7785369
23 Sep 2013 National House-Building Council Not upheldInsurance (excluding PPI)Mr and Mrs A have complained about the length of time it took National House-Building Council (‘NHBC’) to resolve the issue they reported regarding the chimney at their property. backgroundMr and Mrs A made a claim in December 2009 to NHBC under their Buildmark policy about the height o... (2 pages)View decision -
Decision Reference DRN2938320
22 Oct 2013 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK plc won’t remove adverse credit information he thinks the bank has wrongly recorded on his credit file.backgroundMr W held two Santander current accounts ending *7024 and *8327. In October 2007, Mr W sold his property and moved away. He repaid the overdra... (2 pages)View decision -
Decision Reference DRN3442350
5 May 2015 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (trading as Halifax) pressured her into upgrading her account to a packaged bank account. She says she was led to believe her overdraft would be removed if she didn’t upgrade, she didn’t need or use any of the benefits as ... (2 pages)View decision -
Decision Reference DRN0555288
31 Oct 2014 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly registered information about him with a fraud prevention database.background Mr L opened an account with Halifax. Around six weeks later, two payments totalling £1,850 were credited to the account. On the same day t... (3 pages)View decision -
Decision Reference DRN-2982508
14 Sep 2021 Honda Finance Europe Plc Not upheldConsumer CreditDRN-2982508 The complaint Miss B complains about the quality of two used cars she acquired though two separate hire purchase agreements, with Honda Finance Europe Plc. What happened In July 2017, Miss B took out a hire purchase agreement with Honda to acquire a used car, which I’ll call ca... (7 pages)View decision -
Decision Reference DRN-4107298
13 Jun 2023 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4107298 The complaint Mrs T and Mr T complain that Al Rayan Bank PLC (“Al Rayan”) failed to refund monies they lost as the result of a scam. What happened Mr T was the person principally involved with the scammers and Al Rayan, so I’ll mainly refer to him throughout the complaint. What... (8 pages)View decision -
Decision Reference DRN0109885
19 Aug 2015 John Lewis Financial Services Limited Not upheldBanking and creditMr H complains that John Lewis Financial Services Limited unfairly recorded his credit card account as being in default when he suffered temporary financial difficulty. backgroundMr H says he contacted John Lewis in October 2009 to ask if he could make reduced payment... (3 pages)View decision -
Decision Reference DRN4279410
6 Sep 2017 TSB Bank plc Not upheldBanking and creditMr D is unhappy that TSB Bank Plc won’t refund a payment he sent to a TSB bank account. It turned out the payment was part of a scam and Mr D wants TSB to refund this money to him and pay him compensation. backgroundMr D received emails regarding a job offer in the ... (2 pages)View decision