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 4096 results
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Decision Reference DRN6874044
18 Oct 2019 National Westminster Bank Plc Not upheldBanking and creditMr H2 complains on behalf of his mother Mrs H that National Westminster Bank Plc (“NatWest”) has lost a number of documents that were in its safe keeping.backgroundMr H2 believes NatWest has lost a signed copy of his father’s will that it held in safe custody. I’ll refer to Mr H2’s father ... (6 pages)View decision -
Decision Reference DRN-5516348
11 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5516348 The complaint Miss L complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“SMFL”). What happened In June 2022, Miss L acquired a used car using a hire purchase agreement with SMFL. The car was over four years ... (4 pages)View decision -
Decision Reference DRN4712829
16 Feb 2015 Personal Touch Financial Services Ltd UpheldInvestment and pensionsMr T has complained that the investment bond recommended to him by Personal Touch Financial Services Ltd in 2005 was not suitable for him and that he has been financially disadvantaged as a result.backgroundOur adjudicator who assessed the matter was of the view that the complaint shoul... (5 pages)View decision -
Decision Reference DRN2827000
31 Mar 2020 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Advantage Insurance Company Limited cancelled his motor insurance policy and didn’t reinstate it. He’s also unhappy about the amount he had to pay to settle his account.All references to Advantage include its agents.backgroundIn February 2018 Mr A contacted Advantage to... (5 pages)View decision -
Decision Reference DRN-5431529
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5431529 The complaint Mr D complains that Bank of Scotland plc, trading as ‘Halifax’, hasn’t refunded the money he lost to a fraudulent investment scheme. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in deta... (6 pages)View decision -
Decision Reference DRN2329354
13 Dec 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr J has complained about advice he received from Kingswood Financial Advisors to transfer his pension into a self-invested personal pension (SIPP). This was to buy a Harlequin Property.backgroundThe advice was provided to Mr J in 2010. Prior to the advice Mr J had m... (6 pages)View decision -
Decision Reference DRN0851746
22 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank plc is holding him liable for transactions totalling around £750 that he says he didn’t make or authorise. He says he didn’t receive his card and PIN when he opened a new account.backgroundMr H applied online for a current account with Lloyds with a £750 ove... (3 pages)View decision -
Decision Reference DRN8334681
11 Jul 2017 Barclays Bank Plc UpheldInvestment and pensionsMr and Mrs G say they accepted a redress offer from Barclays Bank Plc but it then sent her a higher offer which it later withdrew. They don’t believe the first offer can be correct as it ignores some of the factors taken into account in the later one. They wa... (9 pages)View decision -
Decision Reference DRN-3774253
14 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3774253 The complaint Mr R complains Barclays Bank UK PLC (“Barclays”) closed his current and credit card accounts without explanation. Mr R also complains Barclays should not have linked him to a business account for which he is a director, nor shared data in this way. And Barclays ma... (3 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision