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-3294598
22 Jul 2022 Francis Clark Financial Planning Ltd Not upheldPensions and AnnuitiesDRN-3294598 The complaint Ms X says Francis Clark Financial Planning (FCFP) failed to provide her with adequate advice in respect of her pensions and investments. What happened Ms X had been a client of Winter Rule for many years. It provided assistance with her annual tax returns and acco... (8 pages)View decision -
Decision Reference DRN9215396
10 May 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B complain that Barclays Bank Plc has failed to treat them fairly in relation to the terms and conditions applied to their mortgage account and the related mortgage current account (MCA). Mrs B has dealt with the complaint throughoutbackgroundIn 2006 Mr and ... (9 pages)View decision -
Decision Reference DRN-5401399
3 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5401399 The complaint Miss U has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Miss U with a used car on a hire purchase agreement in June 2022. The cash price of the car was around £7,000 and it ha... (8 pages)View decision -
Decision Reference DRN-5111923
14 Feb 2025 Northern Trust Global Services SE Not upheldInvestmentsDRN-5111923 The complaint Mr M complains that Northern Trust Global Services SE failed to meet its responsibilities as depositary of the Woodford Equity Income Fund (WEIF). What happened Mr M invested just over £148,480 in the WEIF in January 2017 via his SIPP and sold £10,000 later on.... (9 pages)View decision -
Decision Reference DRN0112223
10 Nov 2020 Santander Consumer (UK) Plc UpheldBanking and creditMr P is unhappy with a finance agreement he had with Santander Consumer (UK) Plc trading as Volvo Car Credit, used to acquire a car. He says he thought the agreement was a personal contract purchase (PCP). But when he tried to voluntarily terminate (VT) the agreement he was told he couldn’... (7 pages)View decision -
Decision Reference DRN-4219751
30 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4219751 The complaint Mr C has complained about how Aviva Insurance Limited dealt with his motor insurance claim. What happened As the background to this complaint is well known to both parties, this is intended as a summary of what has happened. On 14 September 2021, Mr C was involved... (7 pages)View decision -
Decision Reference DRN-5033342
20 Sep 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5033342 The complaint Mr H1 and his son Mr H2 complain about the delays caused by Aviva Life & Pensions UK Limited in assigning and withdrawing two bonds between June 2022 and November 2022. To put things right, they’d like compensation for the loss of value of the bonds caused... (8 pages)View decision -
Decision Reference DRN-5430154
28 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5430154 The complaint Mr B and Ms W complain that Lloyds Bank PLC hasn’t refunded money they lost when they sent funds to what they now consider to have been an investment scam. What happened On 13 March 2025, I issued my provisional decision on this complaint. I wanted to give bot... (8 pages)View decision -
Decision Reference DRN-2475555
20 Jan 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2475555 The complaint Mr B and Mrs B complain that TSB Bank plc stopped paying interest on their account. What happened Mr B told us that he opened three TSB classic plus accounts in around November 2014, one in his sole name, and one in the name of him and a close relative, as well as... (7 pages)View decision -
Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision
