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-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision -
Decision Reference DRN-5542683
8 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5542683 The complaint Mr C complains about the difficulties encountered in registering a Power of Attorney (POA) with National Savings and Investments (NS&I). He believes it’s behaved unreasonably towards him. Note Whilst this is Mr C’s complaint, I will refer to Mrs S as she ... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-3600041
8 Aug 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3600041 The complaint Mr and Mrs D have complained that Bank of Scotland Plc (trading as Halifax) has unfairly declined their request for a mortgage term extension. To settle the complaint, Mr and Mrs D would like Halifax to grant the mortgage term extension. Mr D has dealt with the co... (4 pages)View decision -
Decision Reference DRN0047129
11 Dec 2018 Aviva Life & Pensions UK Limited Not upheldInsurance (excluding PPI)Mr S has made a complaint because he says Aviva Life & Pensions UK Limited have discontinued a claim he made under his income protection insurance policy.background Mr S made a claim on his income protection policy because he was suffering from repetitive strain ... (4 pages)View decision -
Decision Reference DRN-3185085
17 Mar 2022 Barclays Bank UK PLC Not upheldMortgagesDRN-3185085 The complaint Mrs G, on behalf of the estate of Mr G, complains that Barclays Bank UK Plc (‘Barclays’) has not removed a charging order from the property that Mrs G and the late Mr G jointly owned. What happened Mrs G and the late Mr G jointly owned a property. But in 2019 Mr G... (4 pages)View decision -
Decision Reference DRN-3484861
18 May 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3484861 The complaint Mr S complains that RCI Financial Services Limited (“RCI”), in the way it set up his hire purchase agreement (“agreement”) and then administered and managed it, has caused him a loss for which he would like to be compensated. What happened RCI considered Mr S’ com... (5 pages)View decision -
Decision Reference DRN5429616
26 Feb 2021 Tavistock Private Client Limited Not upheldInvestment and pensionsComplaint Mr H complains about the delay over the transfer of his occupational pension scheme (OPS) to a Self-Invested Personal Pension (SIPP), which resulted in his OPS paying a lower Cash Equivalent Transfer Value (CETV) than the one he had been originally quoted. Tavistock Private Clien... (4 pages)View decision -
Decision Reference DRN7067994
8 Jun 2015 Coutts & Company UpheldInvestment and pensionsMr R complains that Coutts & Company did not properly carry out his instruction to sell some shares. He says Coutts didn’t tell him what he needed to do to sell the shares and took far too long to take any action. He thinks he has lost out as a result, as the ... (4 pages)View decision