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-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision -
Decision Reference DRN-3349858
17 Aug 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3349858 The complaint Ms G complains that ReAssure Limited failed to transfer one of her pension plans to another provider in a timely manner. What happened Ms G held two almost identical (save for their values) pension plans with ReAssure. On 11 November 2020 ReAssure received a reque... (5 pages)View decision -
Decision Reference DRN-3146426
1 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3146426 The complaint Mr N has complained that Mitsubishi HC Capital UK Plc, 1 trading as Hitachi Capital Consumer Finance (“Hitachi”), rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some solar panels. Mr N h... (4 pages)View decision -
Decision Reference DRN-2713270
15 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2713270 The complaint Miss Y and Mr M complain about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) has dealt with a claim made against Mr M’s motor insurance policy. This insurance policy is in Mr M’s name, and Miss Y is a named driver on the policy – I have refe... (4 pages)View decision -
Decision Reference DRN-6116539
29 Jan 2026 Scottish Widows Limited UpheldInvestmentsDRN-6116539 The complaint Mr F1 and Mrs F, as Trustees of Mr F2’s Trust, complain about the service they received from Scottish Widows Limited trading as Halifax Financial Services (referred to as “HFS”) in relation to the withdrawal of funds. They say that the latest compensation offered ... (4 pages)View decision -
Decision Reference DRN-5941938
4 Feb 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5941938 The complaint Mr M has complained about the quality of a car provided on finance by Toyota Financial Services (UK) PLC (“TFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ll briefly summarise them here. TFS supplied Mr M with a us... (4 pages)View decision -
Decision Reference DRN-6064212
8 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6064212 The complaint Mrs K has complained that Tesco Underwriting Limited (Tesco) cancelled her motor insurance policy after she made a claim. What happened Mrs K took out an insurance policy with Tesco through their website on 14 April 2023. And the policy renewed on 14 April 2024... (4 pages)View decision -
Decision Reference DRN-2252904
16 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2252904 The complaint Mr D is unhappy that HSBC UK Bank Plc hasn’t helped him get back money he says he lost to a scam. What happened Mr D found a car for sale online and contacted the seller. He believed the car was being sold by a dealership I’ll refer to as B. He arranged to see the... (4 pages)View decision -
Decision Reference DRN-5902706
26 Nov 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5902706 The complaint Mr G complains that St. James's Place Wealth Management Plc (SJP) servicing of his pension plan from one of its “partners” to another without his consent or making him aware. What happened In September 2019 an advisory practice, who was a partner under SJ... (4 pages)View decision -
Decision Reference DRN-5667583
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5667583 The complaint Mr N is unhappy that Barclays Bank UK PLC (‘Barclays’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, ... (4 pages)View decision