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 4777 results
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Decision Reference DRN-3254720
27 Jan 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3254720 The complaint The estate of the late Mr G complains that Barclays Bank UK PLC, trading as Barclays Smart Investor (“Barclays”), delayed acting on its instruction to sell shares. It wants Barclays to calculate how much the estate would have received if the shares were sold on th... (5 pages)View decision -
Decision Reference DRN-3166089
17 Nov 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3166089 The complaint Mr B complains that Barclays Bank UK PLC rejected his claim under S 75 Consumer Credit Act 1974 in respect of a camera lens. What happened In April 2020 Mr B purchased a camera lens from a company I will call P, at a cost of £1,804.09. He made the purchase online.... (4 pages)View decision -
Decision Reference DRN4875683
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMiss H complains that Santander UK plc mishandled her attempts to repay her credit card debt, which affected her credit file. She also complains about the interest rates and charges applied on her account.backgroundMiss H had a credit card account with Santander, whi... (4 pages)View decision -
Decision Reference DRN5046760
2 Mar 2021 National Westminster Bank Plc Not upheldBanking and creditMr M has complained National Westminster Bank Plc is pursuing him for three or more personal loans and an overdraft on his account which he never authorised. background In late 2018 Mr M contacted NatWest to complain. He noticed three personal loans being paid from his account with them. H... (3 pages)View decision -
Decision Reference DRN-5989563
1 Feb 2026 BARCLAYS INVESTMENT SOLUTIONS LIMITED Not upheldPensions and AnnuitiesDRN-5989563 The complaint Mr T has complained about the delays in transferring his Barclays Investment Solutions Limited (“Barclays”) self-invested personal pension (“SIPP”) to Fidelity. Mr T says that the delays suffered caused distress and financial loss, for which he is seeking comp... (4 pages)View decision -
Decision Reference DRN5891522
4 Jun 2020 James Hay Administration Company Ltd Not upheldInvestment and pensionsMr W’s complaint is about the time taken to transfer his self-invested personal (SIPP) from his existing provider to a new SIPP with James Hay Administration Company Limited and the delay in accessing his pension benefits, in particular his pension commencement lump sum (PCLS). backgroundI... (8 pages)View decision -
Decision Reference DRN-4974967
4 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4974967 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (‘SSAS’) in July 2014. His personal pension was held with Phoenix Life Limited trading as Standard Life (‘Phoenix’).... (8 pages)View decision -
Decision Reference DRN4948460
22 Apr 2013 Lloyds TSB Bank Plc Not upheldBanking and creditIn summary, Mr D and Mrs E complain that Lloyds mis-sold them a packaged bank account in July 2005 and then mis-sold them a further packaged bank account in September 2009 when it downgraded them to a different packaged bank account – as opposed to a free account.backgroundIn July 200... (4 pages)View decision -
Decision Reference DRN3290705
23 Jun 2020 FirstRand Bank Limited Not upheldBanking and creditMr A complains that the vehicle he acquired through a hire purchase agreement financed by FirstRand Bank Limited trading as MotoNovo Finance was misrepresented. He wants compensation for the loss in value.backgroundMr A is represented in this complaint by a family member but for ease of re... (4 pages)View decision -
Decision Reference DRN-3761285
19 Oct 2022 Specialist Lending Limited UpheldConsumer CreditDRN-3761285 The complaint Miss A complains about a fixed sum loan agreement (“loan”) she entered into with Specialist Lending Limited (“Duologi”). What happened A company that I will call “P” offered Miss A a study/training programme that she had showed an interest in. The programme was av... (10 pages)View decision