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 381196 results
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Decision Reference DRN-5695740
22 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5695740 The complaint Mrs S complains on behalf of X that esure Insurance Limited (“esure”) failed to make reasonable adjustments for their disability, and discriminated against them when it said it wouldn’t take payment for the renewal of X’s car insurance policy. Mrs S is a named ... (5 pages)View decision -
Decision Reference DRN-5577824
22 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5577824 The complaint Mr and Ms C complain about the way in which Santander UK Plc handled their claim for a refund of money paid to (or taken by) a legal services business. The complaint has been run by a family member, so any reference to their submissions is to be read as includi... (3 pages)View decision -
Decision Reference DRN-5285354
22 Jul 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5285354 The complaint Mrs D complains Aviva Life & Pensions UK Limited provided incorrect and contradictory valuations of her stocks and shares Individual Savings Account (ISA). What happened In March 2024, Mrs D and her Independent Financial Adviser (IFA) became aware of discre... (2 pages)View decision -
Decision Reference DRN-5641870
22 Jul 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5641870 The complaint Mr R complains Vanquis Bank Limited (Vanquis) didn’t sufficiently check before agreeing to lend to him. In bringing his complaint Mr R is represented by a third party. For ease of reading I will only refer to Mr R in my decision. What happened In August 2023 Va... (3 pages)View decision -
Decision Reference DRN-5706827
22 Jul 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5706827 The complaint Mr D complains Aviva Life & Pensions UK Limited provided incorrect and contradictory valuations of his stocks and shares Individual Savings Account (ISA). What happened In March 2024, Mr D and his Independent Financial Adviser (IFA) became aware of discrepa... (3 pages)View decision -
Decision Reference DRN-5321887
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5321887 Complaint Miss V is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse her after she reported falling victim to a scam. Background In January 2024, Miss V was looking for someone to carry out a substantial piece of work in her garden. She posted an advert ... (3 pages)View decision -
Decision Reference DRN-5705303
22 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5705303 The complaint Mrs C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2015, which resulted in her transferring existing pensions to a pension with SJP. She’s complained about its failure to provide her with ongoing financial adv... (7 pages)View decision -
Decision Reference DRN-5592448
22 Jul 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5592448 The complaint Mr and Mrs J complained that HSBC UK Bank Plc won’t let them extend the term of their homeowner loan, secured on their house, to match the term of their main mortgage. They said they’d extended the mortgage term fairly recently, and just wanted to do the same h... (3 pages)View decision -
Decision Reference DRN-5553416
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5553416 The complaint Ms J has complained that she was unable to access her Nationwide Building Society (“Nationwide”) account statements. What happened Ms J contacted Nationwide on 28 September 2024 and asked to raise a complaint as she was unable to see all of her statements and t... (3 pages)View decision -
Decision Reference DRN-5117017
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5117017 The complaint Mr K has complained Revolut Ltd did nothing to stop payments he made which turned out to be part of an employment advance fee scam. What happened In 2024 Mr K became aware of potential job opportunities through social media and got in touch with the individuals... (4 pages)View decision
