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 4269 results
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Decision Reference DRN-5528465
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5528465 The complaint Mr E is unhappy with how NewDay Ltd handled things when he disputed some transactions on his credit card. What happened Around July 2023 Mr E says he contacted NewDay and asked to dispute various transactions from his credit card, in relation to dental consulta... (7 pages)View decision -
Decision Reference DRN-4584333
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4584333 The complaint Ms M complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she lost after she fell victim to an investment scam. What happened I issued a provisional decision in December 2023 to explain why I thought Ms M’s complaint should be partially upheld. ... (6 pages)View decision -
Decision Reference DRN-3564281
19 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3564281 The complaint Mrs A complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly and delayed its transfer, causing her stress and financial loss. What happened Mrs A says she started the transfer process in August 2020 and it completed in April 2021. She... (5 pages)View decision -
Decision Reference DRN-4507446
9 Jan 2024 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-4507446 The complaint Mr R complains that AJ Bell Management Limited failed to carry out appropriate due diligence on an investment he intended to make before accepting it into his Self-Invested Personal Pension (‘SIPP’). What happened Mr R applied for a SIPP with AJ Bell in December 2... (21 pages)View decision -
Decision Reference DRN-4376749
12 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4376749 The complaint Ms J complains that Creation Consumer Finance Ltd didn’t provide her with the information she needed to prevent interest being charged on her purchase and then unlawfully took a payment from her account. She says that the credit agreement contained onerous terms t... (4 pages)View decision -
Decision Reference DRN9895327
30 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L’s current account was upgraded a number of times over the years. He complains that Lloyds Bank PLC (“Lloyds”) mis-sold the packaged bank accounts. In particular he says that the benefits the accounts offered were not fit for purpose as they didn’t offer him a high... (5 pages)View decision -
Decision Reference DRN-2904796
15 Aug 2021 Bank of Ireland (UK) Plc Not upheldInvestmentsDRN-2904796 The complaint Mrs G complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the ‘Post Office’) refused her application to invest in a One-Year Growth Bond. During the time it took to make a decision, Mrs G says she was unable to invest her funds somew... (5 pages)View decision -
Decision Reference DRN-5088844
17 Oct 2024 BISL Limited UpheldInsuranceDRN-5088844 The complaint Mr T has complained that BISL Limited (‘BISL’), an insurance intermediary, unfairly cancelled his motor insurance policy . What happened I issued a provisional decision on this complaint earlier this month and said that I was considering upholding it. An extra... (5 pages)View decision -
Decision Reference DRN-4823700
16 Jun 2024 Cofunds Limited UpheldInvestmentsDRN-4823700 The complaint Mr J complains that Cofunds Limited (trading as ‘Aegon’) has unreasonably delayed the transfer of his ISA. Mr J considers the compensation it offered him of £25 is insufficient in the circumstances. To resolve his complaint, Mr J believes Aegon ought to pay him sp... (5 pages)View decision -
Decision Reference DRN-4648976
4 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4648976 The complaint Mr C complains that he was mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now Mitsubishi HC Capital UK Plc; for simplicity I’ll refer to the lender as “Hitachi”. Mr C has been represented i... (5 pages)View decision
