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 4393 results
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Decision Reference DRN-3568112
22 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3568112 The complaint Mr O complains about Standard Life Assurance Limited’s (Standard Life) role in the delay to the transfer of his self-invested personal pension (SIPP) to a new platform. He says the delay meant his fund dropped by over £100,000 for which he would like to be reimbur... (10 pages)View decision -
Decision Reference DRN-4454509
27 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4454509 The complaint In 2016, Mr R held a current account with HSBC Bank Plc. Someone (a cold caller) rang him and told him about an opportunity to invest in a property company which would give him good returns. Mr R subsequently invested £30,000 in the property company. He paid the m... (3 pages)View decision -
Decision Reference DRN3058122
9 Jul 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs A complain about Aviva Insurance Limited’s refusal to indemnify their legal costs in relation to a legal claim against the developer who built their property and their neighbour in respect of the incorrect positioning of a boundary fence between their prop... (4 pages)View decision -
Decision Reference DRN-1467116
27 Apr 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-1467116 The complaintMr W has complained that Bank of Scotland Plc (“Halifax”) mis-sold him a fee-paying Ultimate Reward Current Account (URCA), which was sold to him in July 2010. Mr W says he initially went to a Halifax branch to discuss mortgages but ended up being sold a fee-paying... (3 pages)View decision -
Decision Reference DRN2202804
22 Feb 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr E has complained about Tesco underwriting Limited’s decision to cancel his carinsurance policy as if it didn’t exist.backgroundIn November 2017 Mr E bought a car insurance policy with Tesco. He said he lived in a citywhich I’ll call ‘B’.In January 2018 Mr E made ... (4 pages)View decision -
Decision Reference DRN-4008886
17 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008886 The complaint Mr S and Ms W complain that Lloyds Bank PLC won't refund in full money they lost as a result of a scam. What happened On 15 February 2023, I issued my provisional decision on this complaint. I wanted to give both sides the chance to submit any further evidenc... (7 pages)View decision -
Decision Reference DRN-3015483
6 Sep 2021 Zurich Insurance PLC Not upheldInsuranceDRN-3015483 The complaint Mr H complained that Zurich Insurance plc (Zurich) made a fraud allegation against him following claims for two separate leaks at his home, but it didn’t formally decline his second claim. Mr H’s legal representative brought the complaint, and a Loss Assessor also... (7 pages)View decision -
Decision Reference DRN-3463649
11 Jul 2022 Hartley Pensions Limited UpheldPensions and AnnuitiesDRN-3463649 The complaint Mr N’s complaint against Hartley Pensions Limited is about his Self Invested Personal Pension (SIPP). He has said: He is unhappy that Hartley Pensions is using the previous SIPP provider’s contract when that provider was found to have breached the Financial Servi... (7 pages)View decision -
Decision Reference DRN-5574061
21 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574061 The complaint Mrs B complains that Nationwide Building Society won’t refund her for what she says are unauthorised transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key event... (3 pages)View decision -
Decision Reference DRN6574296
12 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMr L has complained that National Westminster Bank plc (“NatWest”) mis-sold him a packaged bank account – an Advantage Gold packaged bank account in 2012. background The essence of Mr L’s mis-sale complaint is that he wasn’t aware that he had a packaged bank account ... (3 pages)View decision
