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 366874 results
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Decision Reference DRN-5266215
16 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5266215 The complaint Mr M complains that Aviva Life & Pensions UK Limited (“Aviva”) didn’t treat him fairly when it failed to tell him in 2016 that it was altering the way his pension savings were invested following him reaching the selected retirement date set on his pension p... (7 pages)View decision -
Decision Reference DRN-5267163
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5267163 The complaint Miss C is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view ... (6 pages)View decision -
Decision Reference DRN-5241112
16 Jan 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5241112 The complaint Mr and Mrs B have complained that the life and critical illness policy they bought from Bank of Scotland, trading as Halifax (“Halifax”) was mis-sold. What happened Mr and Mrs B bought a property in 1999, with the assistance of a mortgage from Halifax. Alongsid... (2 pages)View decision -
Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision -
Decision Reference DRN-5180630
16 Jan 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5180630 The complaint H, a limited company, represented in this complaint by its director, Mr H, complains that Cater Allen Limited won’t refund the money lost when Mr H fell victim to a scam. What happened Mr H saw an advert about an opportunity to invest in a company which leased... (6 pages)View decision -
Decision Reference DRN-5199234
16 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5199234 The complaint Mr S complains that Bank of Scotland plc trading as Halifax should’ve offered him a new fixed rate on his mortgage sooner than it did. What happened Mr S took a mortgage with Halifax in 2017. The interest rate was fixed until June 2022. When the fixed rate expi... (3 pages)View decision -
Decision Reference DRN-5267023
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267023 The complaint Mr A complains Barclays Bank UK Plc reduced his overdraft limit on his current account unfairly – and provided him with poor customer service when he raised concerns regarding this. What happened I issued a provisional decision setting out what’d happened, and... (5 pages)View decision -
Decision Reference DRN-5261544
16 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5261544 The complaint Mr J has complained about a transfer of his personal pension with Phoenix Life Limited (Phoenix Life) to a small self-administered scheme (SSAS) in January 2014. Mr J’s SSAS was subsequently used to invest in The Resort Group (TRG), an overseas property develop... (16 pages)View decision -
Decision Reference DRN-5219129
16 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5219129 The complaint Mr P has complained about his motor warranty provider AWP P&C S.A. He is unhappy because it declined his claim for repair of his car which suffered a breakdown. What happened In 2020, Mr P took out a warranty with AWP to cover his costs for repair or rep... (3 pages)View decision -
Decision Reference DRN-4883229
16 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4883229 The complaint Mrs S complains about a used car she acquired through a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”). The car suffered a significant fault that required an engine rebuild and Mrs S is unhappy as Moneybarn won’t refund her the repair cost... (3 pages)View decision
