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 370904 results
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Decision Reference DRN-5551589
1 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5551589 The complaint Mr S complains that The Royal London Mutual Insurance Society Limited trading as Scottish Provident mis-sold him a personal income protection insurance policy. What happened In July 2001, Mr S took out a personal income protection insurance policy through an in... (2 pages)View decision -
Decision Reference DRN-5391449
1 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5391449 The complaint Mr M complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-4686488
1 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4686488 The complaint Mr B complains Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his accounts. He is also unhappy with the service he received following the closure of his accounts. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5596122
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5596122 The complaint Mr H is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, reported a late payment to his credit file. What happened Mr H has a personal loan with M&S. In August 2024, the direct debit loan payment for that month failed. Mr H ... (3 pages)View decision -
Decision Reference DRN-5660686
1 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5660686 The complaint Mrs F complains that TSB Bank plc (“TSB”) declined to refund transactions she didn’t recognise and was treated unfairly. What happened Mrs F is represented in this complaint by Miss F who also operates the TSB account to assist Mrs F. Miss F noticed a number of... (6 pages)View decision -
Decision Reference DRN-5415527
1 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5415527 The complaint Mr O complains that Financial Administration Services Limited (Fidelity) provided him with conflicting information about proposed changes to the Normal Minimum Pension Age (NMPA). He also complains about poor service. What happened Mr O has a Fidelity Self-Inve... (7 pages)View decision -
Decision Reference DRN-5656349
1 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5656349 The complaint Miss N complains TSB Bank plc lent to her irresponsibly when they approved her application for an overdraft. She’s also complained they failed to adequately monitor her use of the overdraft. What happened Miss N complains about the lending decisions below, and... (3 pages)View decision -
Decision Reference DRN-5296730
1 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5296730 The complaint Miss W complains that Wise Payments Limited decided not to refund her the money she lost through a scam. Miss W has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened On 1 December 2023, Miss W op... (4 pages)View decision -
Decision Reference DRN-5441374
1 Jul 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441374 The complaint Mr B complains that Zopa Bank Limited did not write off a loan he says he did not take out himself. What happened I will set out the same summary that was in the provisional decision: Mr B and his wife, Mrs C, fell victim to an investment scam. They say that as... (4 pages)View decision -
Decision Reference DRN-5602062
1 Jul 2025 Stonebridge Mortgage Solutions Ltd Not upheldMortgagesDRN-5602062 The complaint Miss C complains that a broker working with Stonebridge Mortgage Solutions Ltd told her she wouldn’t be eligible for a five year fixed interest term on the mortgage she was taking out. Miss C said she’s now refixed her mortgage, and it costs more because of thi... (3 pages)View decision
