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 4563 results
-
Decision Reference DRN-3801711
11 Nov 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3801711 The complaint Mr O complains that Embark Investment Services Limited (“Embark”) failed to transfer his pension and ISA savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in September 2022. In that decision I explained... (5 pages)View decision -
Decision Reference DRN-4910815
7 Mar 2025 Borderway Finance Limited Not upheldConsumer CreditDRN-4910815 The complaint Mr T complains Borderway Finance Limited (Borderway) supplied a vehicle under a hire purchase agreement which wasn’t of satisfactory quality. What happened Mr T entered into a hire purchase agreement with Borderway in October 2022 in order to acquire a used ve... (5 pages)View decision -
Decision Reference DRN8683449
13 Nov 2018 Covea Insurance plc UpheldInsurance (excluding PPI)Mr M has complained that Covea Insurance plc, his motor insurer, is refusing to pay for storage charges he incurred for his car after it was damaged in a road accident. backgroundI issued a provisional decision on this complaint earlier this month. An extract follows:... (10 pages)View decision -
Decision Reference DRN5381645
10 Feb 2021 Barclays Bank UK PLC Not upheldBanking and creditComplaint Miss K complains that Barclays Bank UK PLC won’t refund her transactions she says she didn’t make or authorise. Background Miss K had a current account with Barclays. Between 10 January 2019 and 15 February 2019 Miss K says that four transactions totalling just over £2,000 were m... (4 pages)View decision -
Decision Reference DRN-5521992
30 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5521992 The complaint Mr and Mrs O complain that Barclays Bank UK PLC didn’t offer them support and flexibility with their commercial mortgage. What happened In 2012 Mr and Mrs O took out a commercial mortgage with Barclays. They used the funds towards the purchase of a business pro... (4 pages)View decision -
Decision Reference DRN4121384
10 Feb 2016 Barclays Bank Plc UpheldBanking and creditMr N complains that Barclays Bank Plc mis-sold him packaged bank accounts. The first of the packaged accounts was the Current Account Plus account which was opened in July 2009. In April 2010 Mr N upgraded to the Premier Life account. This was downgraded in July 20... (4 pages)View decision -
Decision Reference DRN9245655
13 Jan 2020 BISL Limited UpheldInsurance (excluding PPI)Mr H complains that, following a car accident, BISL Limited won’t reimburse him for his costs of around £300 for taking a hire car to Europe while his own car was being repaired.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional deci... (5 pages)View decision -
Decision Reference DRN1257305
27 Mar 2020 Stockcube Research Limited Not upheldInvestment and pensionsMr M complains that Stockcube Research Limited (SRL) didn’t provide the service it should’ve done and he had problems when trying to use the spread betting account he opened.backgroundIn May 2017 Mr M opened a spread betting account with London Capital Group (LCG) that included access to i... (5 pages)View decision -
Decision Reference DRN6551921
28 Aug 2020 Highway Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B says Highway Insurance Company Limited acted unreasonably in not paying him more when his vehicle was written-off after he made a claim on his van insurance policy. backgroundMr B’s vehicle was damaged by fire and smoke in 2016. Highway offered him £4,500 for it. The valuation was don... (5 pages)View decision -
Decision Reference DRN-4823616
16 Jun 2024 Cofunds Limited Not upheldInvestmentsDRN-4823616 The complaint Mrs J complains that Cofunds Limited (trading as ‘Aegon’) has unreasonably delayed the transfer of her ISA. Mrs J considers the compensation it offered her of £25 is insufficient in the circumstances. To resolve her complaint, Mrs J believes Aegon ought to pay her... (5 pages)View decision
