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 392389 results
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Decision Reference DRN-5704974
12 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5704974 The complaint Mr O complains that Admiral Insurance (Gibraltar) Limited unfairly cancelled his motor insurance policy. What happened Mr O insured his car with Admiral. The terms of his policy required him to fit a telematics box which monitored how the car was driven. It als... (3 pages)View decision -
Decision Reference DRN-5618121
12 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5618121 The complaint Mrs M complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges refunded and any adverse information removed from her credit file. What happened Mrs M was provided with a £5,000 loan by Lendable in April 2022. The l... (3 pages)View decision -
Decision Reference DRN-4972803
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4972803 The complaint Mr and Mrs W complain that Bank of Scotland Plc trading as Halifax (BoS) didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs W have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just ref... (3 pages)View decision -
Decision Reference DRN-5815039
12 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5815039 The complaint Mrs Y complains Bank of Scotland plc trading as Halifax has wasted a huge amount of time and effort on her part and her son’s part given the number of problems they’ve had opening accounts for two of their grandchildren. What happened Mrs Y says she went into h... (2 pages)View decision -
Decision Reference DRN-5803472
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5803472 The complaint Miss B has complained Monzo Bank Ltd won’t refund her for transactions that she didn’t authorise. What happened In July 2025 Miss B complained to Monzo that there were two transactions made from her account that she’d not authorised. These had been made through... (3 pages)View decision -
Decision Reference DRN-5598461
12 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5598461 The complaint Mr U has complained about the quality of a car he acquired under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything... (2 pages)View decision -
Decision Reference DRN-5726926
12 Sep 2025 Insight Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5726926 The complaint Mrs H complains that Insight Financial Associates Limited wrongly advised her to transfer her defined benefit occupational pension scheme and a personal pension into a Family Pension Trust (“FPT”). The transfer was to enable her to buy properties being develope... (6 pages)View decision -
Decision Reference DRN-5740281
12 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5740281 The complaint Mr M has complained, with the help of a claims management company (CMC), about the suitability of the advice he was given in 2011 by QUILTER FINANCIAL SERVICES LIMITED (“Quilter”) to switch his personal pensions to a Scottish Widows Retirement Account (“RA”). H... (8 pages)View decision -
Decision Reference DRN-5502776
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502776 The complaint Mr P has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2025 after getting back to the UK after a period away, Mr P got in touch with Barclays as he’d found there was a CIFAS ma... (2 pages)View decision -
Decision Reference DRN-5726930
12 Sep 2025 Insight Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5726930 The complaint Mr H complains that Insight Financial Associates Limited wrongly advised him to transfer his personal pension into a Family Pension Trust (“FPT”) for the purpose of investing in properties being developed by The Resort Group (“TRG”) in Cape Verde. Mr H says it ... (5 pages)View decision