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 393318 results
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Decision Reference DRN-5816370
25 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5816370 The complaint Mr B says ST. JAMES’S PLACE UK PLC (‘SJP’) caused a delay to the transfers of his pension and Individual Savings Account (‘ISA’) to Transact in 2024. What happened Mr B’s transfer applications (for the pension and ISA) were submitted to Transact on 31 July. Hi... (10 pages)View decision -
Decision Reference DRN-5816780
25 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5816780 The complaint Mrs B complains that The Prudential Assurance Company Limited (Prudential) failed to continue to pay her the annuity payments she felt she was due from her late husband’s pension after his death. Prudential said the annuity was set up as a single life policy, w... (5 pages)View decision -
Decision Reference DRN-5840457
25 Sep 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5840457 The complaint Mr A complains that Financial & Legal Insurance Company Ltd unfairly declined a claim he made on his motor warranty. Reference to Financial & Legal includes its agents. What happened Mr A held a motor warranty with Financial & Legal. When his car br... (3 pages)View decision -
Decision Reference DRN-5840613
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5840613 The complaint Miss S complains about Bank of Scotland plc (BoS) refusing to refund her the amount she lost as the result of an investment scam. Miss S is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to thi... (3 pages)View decision -
Decision Reference DRN-5833520
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5833520 The complaint Ms F complains that Nationwide Building Society failed her in its duty of care by allowing her to gamble excessively causing financial and mental harm. She would like Nationwide to refund the gambling transactions and pay compensation. What happened From May 20... (3 pages)View decision -
Decision Reference DRN-5780979
25 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5780979 The complaint Mrs O complains that Home Retail Group Card Services Limited trading as Argos Financial Services (“Argos”) unfairly applied late payment fees and interest and reported late payments to her credit file. What happened Mrs O has buy now pay later (BNPL) arrangemen... (2 pages)View decision -
Decision Reference DRN-5822424
25 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5822424 The complaint Mrs W and Mr W complain about esure Insurance Limited (“EIL”) and their refusal to complete further repairs to their underground pipework, which they believe was caused by the work EIL undertook when replacing their septic tank. Mr W has acted as the main repre... (5 pages)View decision -
Decision Reference DRN-5840719
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5840719 The complaint Mr S is unhappy that Barclays UK Bank Plc (Barclays) won’t refund two payments he made, that he said were lost due to a purchase scam. What happened I won’t repeat everything that has happened to date in Mr S’s complaint because the details are well known to t... (4 pages)View decision -
Decision Reference DRN-5272440
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272440 The complaint Mr B complains that Bank of Scotland plc trading as Halifax has declined to refund disputed transactions that were made from his account. What happened Between 20 and 24 June 2024, a number of transactions debited Mr B’s account to an online bookmaker totalling... (3 pages)View decision -
Decision Reference DRN-5840648
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840648 The complaint Miss I complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased her credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision