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 381195 results
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Decision Reference DRN-5105130
27 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5105130 The complaint Mr S complains Starling Bank Limited unfairly withheld an incoming payment into his account. What happened Mr S held a sole trader account with Starling. In late 2023 Mr S completed some work and expected a payment into his account from his client - who I will ... (4 pages)View decision -
Decision Reference DRN-5364912
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5364912 The complaint Mr K complains about how Barclays Bank UK PLC handled his chargeback request. What happened On 20 August 2024, Mr K booked four airline tickets with an online travel agent I’ll refer to as ‘T’ using his Barclays debit card. The next day, he completed T’s ‘volu... (2 pages)View decision -
Decision Reference DRN-5390996
27 Mar 2025 Insurance Experts Ltd UpheldInsuranceDRN-5390996 The complaint Mr T is unhappy about how Insurance Experts Ltd have administered the cancellation of a combined commercial insurance policy. He doesn’t think the refund he has received is the correct amount. What happened The details of the complaint are well known to both pa... (3 pages)View decision -
Decision Reference DRN-5431390
27 Mar 2025 Topaz Finance Limited Not upheldMortgagesDRN-5431390 The complaint Mr and Mrs M complain about the actions of Topaz Finance Limited, trading as Rosinca Mortgages (“Topaz”) when they were experiencing financial difficulties. What happened Mr M and Mrs M took out a mortgage in 2008 with a third party. The mortgage was originally... (3 pages)View decision -
Decision Reference DRN-5433691
27 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5433691 The complaint Mr O had a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&C”). The investments made in the SIPP have failed causing Mr O to suffer losses. Mr O says L&C is responsible for those losses be... (24 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-5433443
27 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5433443 The complaint Ms B had a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&C”). The investments made in the SIPP have failed causing Ms B to suffer losses. Ms B says L&C is responsible for those losses be... (25 pages)View decision -
Decision Reference DRN-5302895
27 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5302895 The complaint Miss M says Advantage Insurance Company Limited provided poor service and wrongly cancelled her motor insurance policy. What happened In a webchat on 26 June 2024, Miss M told Advantage she had moved abroad and that she needed to cancel her policy. Advantage’s... (3 pages)View decision -
Decision Reference DRN-4920779
27 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4920779 The complaint Mr H complains about the costs involved when he returned his motorbike part way through the term of a conditional sale agreement taken with Moneybarn No. 1 Limited trading as Moneybarn. What happened Around December 2021 Mr H took a conditional sale agreement... (4 pages)View decision -
Decision Reference DRN-5161496
27 Mar 2025 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-5161496 The complaint Mrs C has complained, via her representatives, about a transfer of her personal pension held with Old Mutual Wealth Management Limited (now Quilter Life & Pensions Limited, ‘Quilter’) to a small self-administered scheme (‘SSAS’), which completed in November... (18 pages)View decision
