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 4790 results
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Decision Reference DRN-5859863
21 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5859863 The complaint Mr R complains about the poor service he says he’s received from Aviva Life & Pensions UK Limited (Aviva) while he’s been trying to access his pension plan benefits. He says Aviva didn’t provide the transfer discharge forms he requested within a timely mann... (7 pages)View decision -
Decision Reference DRN-4704550
5 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704550 The complaint Mr W complains National Westminster Bank Plc (“NatWest”): - Made it onerous for him to speak to the team which deals with reasonable adjustments and vulnerable customers when he wanted to make a payment in December 2022 to his overseas supplier - Won’t refund two ... (8 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 -
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-5838959
30 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5838959 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened The circumstances of the complaint are well known to the parties, so I’m not ... (8 pages)View decision -
Decision Reference DRN-5052082
30 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5052082 The complaint Mrs N complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs N is being represented by solicitors in this complaint. What happened Mrs N says that in February 2022 she received an email about making money by inv... (8 pages)View decision -
Decision Reference DRN-3668915
29 Sep 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3668915 The complaint Mr B complains about the length of time it took Hargreaves Lansdown Asset Management Limited (HLAM) to complete the in-specie transfer of his self invested personal pension (SIPP) to another provider. In particular he says that its failure to transfer the cash wit... (7 pages)View decision -
Decision Reference DRN4684380
30 May 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs H have complained that Barclays Bank Plc (Barclays) mis-sold an Additions packaged bank account to them in 1999 and an Additions Active packaged bank account in 2010. They paid a monthly fee for the account and received several benefits in return.backgrou... (7 pages)View decision -
Decision Reference DRN-2967023
4 Oct 2021 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-2967023 The complaint Mr S has complained about several issues relating to the administration of his SIPP (Self Invested Personal Pension) by Curtis Banks Limited. In summary: There had been long delays in merging four SIPPs leading to higher charges. Some of the fees charged were ex... (8 pages)View decision -
Decision Reference DRN-4298017
15 Jan 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4298017 The complaint Mr C says that Barclays Bank PLC has acted unfairly in relation to the selling of specific company shares following a proposed corporate action (‘CA’). He says that Barclays sold all of his holdings without his agreement or consent, without converting any into sha... (8 pages)View decision