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 365360 results
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Decision Reference DRN-5479330
11 Apr 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5479330 The complaint Mr D complains, through his representative, that Options SIPP UK LLP failed to comply with its regulatory obligations in allowing investment into a product that wasn’t appropriate for his SIPP. What happened Although Mr D is represented and his representatives... (17 pages)View decision -
Decision Reference DRN-4799917
11 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4799917 The complaint Mrs P complains Barclays Bank UK PLC didn’t do enough to protect her when there were large numbers of unusual transactions on joint accounts in her and her now ex-husband’s names. And that Barclays Bank UK PLC allowed her now ex-husband to build up large amount... (4 pages)View decision -
Decision Reference DRN-4799913
11 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4799913 The complaint Mrs P complains Santander UK Plc allowed a business account to go severely overdrawn and is holding her jointly liable for the balance despite being told that she’s been the victim of domestic and economic abuse. What happened Mrs P is one of two signatories on... (3 pages)View decision -
Decision Reference DRN-5478919
11 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5478919 The complaint Mr B complains about the settlement payment Aviva Insurance Limited (“Aviva”) offered following the total loss of his car, under his motor insurance policy. What happened Mr B was involved in a car accident. His car was determined to be a total loss. He was of... (3 pages)View decision -
Decision Reference DRN-5479031
11 Apr 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5479031 The complaint Mrs W complains about how Barclays Bank UK Plc (“Barclays”) has administered her mortgage current account “reserve” facility, and about how it’s communicated with her. What happened Mrs W took out her mortgage with Barclays which began in December 2004. Include... (4 pages)View decision -
Decision Reference DRN-5109254
11 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5109254 Complaint Mr C is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background Around June 2022, Mr C was researching investment opportunities online when he came across a company I’ll refer to as B. He carried out some checks and f... (3 pages)View decision -
Decision Reference DRN-5394211
11 Apr 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5394211 The complaint Mr M complains that RAC Financial Services Ltd provided misleading information about the price of his roadside assistance insurance. What happened Mr M took out roadside assistance insurance with RAC expecting it to be guaranteed cheaper than a competitor’s pr... (2 pages)View decision -
Decision Reference DRN-5307663
11 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5307663 The complaint Ms J, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft that she couldn’t afford to repay sustainably. What happened In January 2003 NatWest agreed to provide Ms J with an... (4 pages)View decision -
Decision Reference DRN-5115712
11 Apr 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5115712 The complaint Mr B complains that Lex Autolease Ltd (“Lex”) charged him following a change in road fund license when he believed his road fund license was included in the costs of the hire agreement. What happened Mr B entered into a hire agreement in July 2023 for a term of... (3 pages)View decision -
Decision Reference DRN-5478462
11 Apr 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5478462 The complaint Mr and Mrs M complain about Accredited Insurance (Europe) Ltd’s decision to turn down their accidental damage insurance claim. What happened Mr and Mrs M hold buildings insurance cover with Accredited, which includes cover for accidental damage to underground ... (5 pages)View decision
