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 401363 results
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Decision Reference DRN-5918275
31 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5918275 The complaint Mr M says Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In July 2013, Mr M purchased a timeshare membership from a... (3 pages)View decision -
Decision Reference DRN-5921275
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5921275 The complaint Mr B complains that the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer his retirement annuity contract pension (‘RAC’) to an SJP personal pension and invest in its Managed Funds portfolio was unsuitable for him. Mr B has a ... (6 pages)View decision -
Decision Reference DRN-5921245
31 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5921245 The complaint Mr Z, who is represented by his uncle, complains that Metro Bank PLC refused to give him access to his account. What happened Mr Z has an account with Metro Bank that was opened in 2017 when he was a child. In 2019 a restriction was placed on the account. Short... (2 pages)View decision -
Decision Reference DRN-5877066
31 Oct 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5877066 The complaint Ms S has complained that Astrenska Insurance Limited refused to deal with the loss/theft of her laptop under her gadget insurance policy. What happened Ms S leased a laptop from a company who insured the laptop with Astrenska. Unfortunately she was involved in... (3 pages)View decision -
Decision Reference DRN-5631726
31 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5631726 The complaint Mr and Mrs K have complained about the way AmTrust Specialty Limited (“AmTrust”) dealt with a claim they made under their building guarantee. References to AmTrust in this decision include its appointed agents and representatives. What happened In April 2024, M... (4 pages)View decision -
Decision Reference DRN-5912117
31 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5912117 The complaint Mr W complains that Loans 2 Go Limited trading as Loans 2 Go was irresponsible in its lending to him. He wants all interest and charges reimbursed along with statutory interest. He also wants and additional £750 in compensation for the distress he has been caus... (3 pages)View decision -
Decision Reference DRN-5921118
31 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921118 The complaint Mr and Mrs D say that Shawbrook Bank Limited, have unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In August 2015, Mr and Mrs D purchased a timeshare membership from a timeshare provider (the ‘Supplie... (3 pages)View decision -
Decision Reference DRN-5895485
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5895485 The complaint Mrs P complains that St. James’s Place Wealth Management Plc (‘SJP’): • Made recommendations to her that were not suitable as they were not affordable. • She was advised to take too much risk. • She has not been able to see the performance of her investments. ... (5 pages)View decision -
Decision Reference DRN-5684099
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5684099 The complaint Mrs K has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2024 Mrs K and her partner found a cryptocurrency investment platform online and filled in an enquiry form. However, the platf... (3 pages)View decision -
Decision Reference DRN-5684081
31 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5684081 The complaint Mrs K has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2024 Mrs K and her partner found a cryptocurrency investment platform online and filled in an enquir... (3 pages)View decision