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-3550953
21 Jun 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3550953 The complaint Mr S is complaining that Metro Bank PLC discriminated against him by not allowing him to open a bank account with them. What happened Mr S is an asylum seeker and holds an application registration card (ARC) which was issued to him in February 2021. His card had a... (4 pages)View decision -
Decision Reference DRN-3491866
7 Jun 2022 Standard Life Assurance Limited Not upheldInvestmentsDRN-3491866 The complaint Mr P complains that Standard Life Assurance Limited won’t consider a claim under a term assurance policy he held with his late wife. What happened Mr and Mrs P met with an independent financial adviser (‘IFA’) in 1999 and agreed to take out the Standard Life polic... (4 pages)View decision -
Decision Reference DRN-6111434
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6111434 The complaint Mr E complains about a car supplied under a conditional sale agreement, provided by MONEYBARN NO.1 LIMITED. What happened Around August 2024 Mr E acquired a used car under a conditional sale agreement with Moneybarn. The car is listed with a cash price of £8,7... (5 pages)View decision -
Decision Reference DRN-5943013
17 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5943013 The complaint Mr S complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. His wife is also involved with his complaint. What happened A used van was supplied to Mr S under a hire purchase ... (5 pages)View decision -
Decision Reference DRN-4424710
30 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4424710 The complaint Miss A complains about how West Bay Insurance Plc (“West Bay”) handled a claim under her car insurance policy. When I mention West Bay I also mean its suppliers and inspection services. What happened Miss A had a motor insurance policy with West Bay covering her c... (5 pages)View decision -
Decision Reference DRN-3745178
5 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3745178 The complaint Mr J complains that Scottish Equitable Plc trading as Aegon didn’t do enough due diligence when processing his transfer from his existing pensions to the Incartus Investment Pension Scheme in 2015. Incartus invested in a series of loans which were subsequently ... (4 pages)View decision -
Decision Reference DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN6112380
20 Feb 2018 Barclays Bank Plc UpheldBanking and creditMr S is unhappy with the customer service he’s received from Barclays Bank Plc after a fraudulent account was set up in his name. background Earlier this month I issued my provisional conclusions setting out this complaint and why I thought it would be fair for Barcla... (5 pages)View decision -
Decision Reference DRN-3994618
6 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3994618 The complaint Mrs P complains about the way AXA Insurance UK Plc (AXA) has dealt with her claim following a road traffic accident. What happened In December 2021 Mrs P made a claim on her motor insurance policy following a no-fault traffic accident. Mrs P received a letter from... (4 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision