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 4032 results
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Decision Reference DRN-3060089
24 Sep 2021 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3060089 The complaint Mr S complains about the advice he received from Future Wealth Management (FWM) when he transferred two existing personal pensions to a Self-Invested Personal Pension (SIPP). His funds were subsequently invested in high-risk investments and he lost the majority of... (19 pages)View decision -
Decision Reference DRN-3091142
6 Oct 2021 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3091142 The complaint 1. Mr H has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), has unfairly turned down his claim under sections 75 and 140A of the Consumer Credit Act 1974 (“CCA”). The background 2. In April 2011 Mr H, alongside h... (75 pages)View decision -
Decision Reference DRN-5762329
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762329 The complaint Ms R and Mr S complain that Barclays Bank UK PLC won’t refund the money they lost as the result of a scam. Ms R and Mr S have been represented in their complaint by a firm of professional representatives. What happened The payment was made from an account held ... (5 pages)View decision -
Decision Reference DRN-4016256
21 Mar 2023 London & Colonial Services Limited UpheldInvestmentsPage 1 of 32The complaint Mr D complains that London & Colonial Services Limited (‘L&C’) accepted his Self-Invested Personal Pension (‘SIPP’) business from The Alliance Partnership s.r.o. (‘TAP’). Mr D complains that L&C didn’t carry out adequate due diligence on TAP and that T... (32 pages)View decision -
Decision Reference DRN-3979631
28 Mar 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3979631 The complaint Mrs M has complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’s’) response to a claim under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account s.140A of the CCA. What happened In e... (15 pages)View decision -
Decision Reference DRN-5796912
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5796912 The complaint Mrs S complains Santander UK Plc won’t refund money she lost when she fell victim to an advanced fee job scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In December 2022 Mrs S was th... (5 pages)View decision -
Decision Reference DRN6361289
16 Aug 2019 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr V and Mr A say Bank of Scotland plc (trading as Halifax) mis-sold them a mortgage payment protection insurance (PPI) policy in 1992. To make things easier, I’ll just refer to the seller as being Bank of Scotland in the rest of this decision.backgroundOur adjudicator didn’t uphold Mr V a... (9 pages)View decision -
Decision Reference DRN-5761850
21 Aug 2025 Yorkshire Building Society Not upheldMortgagesDRN-5761850 The complaint Mr A complains about how Yorkshire Building Society (‘YBS’) has administered his mortgage. He disputes the validity of the mortgage agreement, the interest rates applied and the calculation of his contractual monthly payment. Mr A also questions the legality an... (7 pages)View decision -
Decision Reference DRN4722511
7 Aug 2020 Hyundai Capital UK Limited Not upheldBanking and creditMr B complains that Hyundai Capital UK Limited acted unfairly when it wouldn’t agree to his insurance company replacing the vehicle he had under a personal contract plan (“PCP”) when it was written off following an accident. As a result, he says, he has suffered financial loss.background I... (4 pages)View decision -
Decision Reference DRN-4569686
9 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4569686 The complaint Mr and Mrs W complain about HDI Global Specialty SE’s handling of their buildings insurance claim. Any reference to HDI includes the actions of its agents. What happened Mr and Mrs W hold buildings insurance cover with HDI. In January 2023, they discovered an esca... (3 pages)View decision
