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-4104128
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4104128 The complaint Miss V complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to an investment scam in 2021. What happened In early July 2021, Miss V started chatting with someone she’d met on a dating site (I’ll refer to this individual as S). Over the course... (6 pages)View decision -
Decision Reference DRN6754303
9 Jul 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs B complains about the sale of a monthly premium payment protection insurance (PPI) policy sold in connection with a credit card account in 2002. Mrs B believes National Westminster Bank Plc (NatWest) mis-sold her the policy. The core of Mrs B’s complaint is that she was not aware th... (6 pages)View decision -
Decision Reference DRN-5186477
12 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5186477 The complaint Mr N complains about the increase in premium for his motor insurance policy with Tesco Underwriting Limited (Tesco) following a non-fault accident. References to Tesco in this decision include their agents. What happened Mr N took out a motor insurance policy... (6 pages)View decision -
Decision Reference DRN-6080092
15 Jan 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6080092 The complaint Mr J has complained about the time taken to complete an in-specie transfer from James Hay Administration Company Limited trading as James Hay Partnership (James Hay) to a new provider. Specifically, Mr J has said he was unable to make trades and he’s lost out o... (5 pages)View decision -
Decision Reference DRN6351872
18 Feb 2021 TSB Bank plc Not upheldBanking and creditComplaint Ms L complains that TSB Bank plc (TSB) won’t refund £25,000 she lost when she was the victim of a scam. Background I issued a provisional decision on 17 November 2020 asking TSB to refund Ms L £25,000 plus account interest. My provisional decision, which I’ve set out below, expla... (6 pages)View decision -
Decision Reference DRN8603078
5 Feb 2015 ECS Financial Services Limited UpheldInvestment and pensionsMr S has complained that he should not have been advised by ECS Financial Services Limited to transfer his final salary occupational pension to a personal pension plan (PPP). He says he was not made sufficiently aware of the guaranteed nature of the benefits, and that the transfer e... (6 pages)View decision -
Decision Reference DRN-4693845
19 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4693845 The complaint A charity which I’ll call ‘F’ complains that Barclays Bank UK Plc didn’t open an account when requested, which prevented the charity receiving income. The complaint is brought on F’s behalf by their chief executive, Mr M. So, to make things easier there will be ti... (6 pages)View decision -
Decision Reference DRN-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN2959060
8 Mar 2021 Abana Unipessoal Lda UpheldInvestment and pensionsComplaint Mr L, who is represented by his financial adviser in this complaint, says Abana Unipessoal Lda gave him unsuitable advice about transferring his occupational and personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer ... (28 pages)View decision -
Decision Reference DRN5421293
23 Jan 2015 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs D complain about the handling of their legal expenses claim by Society of Lloyd’s. They are unhappy that they were not able to pursue their case and were not given any other options.backgroundI issued a Provisional Decision on this complaint in November 2014, an extract fr... (7 pages)View decision