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 368546 results
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Decision Reference DRN-5574899
28 May 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5574899 The complaint Mr C complains about the way St James’s Place UK Plc (SJP) handled his request to transfer his SJP pension to a self-invested personal pension (SIPP). What happened Mr C held a pension with SJP. He lives overseas. He decided to transfer his SJP pension to a S... (12 pages)View decision -
Decision Reference DRN-5325268
28 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5325268 The complaint Mr and Mrs V are complaining that Starling Bank Limited didn’t do enough to prevent them from making a payment to a scam. What happened Both parties are familiar with the circumstances of the scam so I’ll only set them out briefly here. In September 2024 Mr V f... (3 pages)View decision -
Decision Reference DRN-5583594
28 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5583594 The complaint Mrs K’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (12 pages)View decision -
Decision Reference DRN-5207616
28 May 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5207616 The complaint Mr W complains that advice given by a representative of St James’s Place Wealth Management Plc led to him missing out on tax relief on his pension contributions. To put things right he wants compensation of £8,000, and to be able to transfer away without penal... (4 pages)View decision -
Decision Reference DRN-4956655
28 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4956655 Complaint Mr K is unhappy that Barclays Bank UK PLC didn’t refund him after he fell victim to a scam. Background In March 2024, Mr K saw an advert on social media. It was posted by a company that claimed to be an insurance broker that could get cheap car insurance on behalf ... (2 pages)View decision -
Decision Reference DRN-5534281
28 May 2025 Connells Limited Not upheldInsuranceDRN-5534281 The complaint Mr F is unhappy that Connells Limited (“Connells”) didn’t include his bike as a specified item when he bought his buildings and contents insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I th... (3 pages)View decision -
Decision Reference DRN-5570270
28 May 2025 Metro Bank PLC UpheldConsumer CreditDRN-5570270 The complaint Mr S complains Metro Bank PLC trading as RateSetter provided him with two unaffordable loans. What happened RateSetter provided two loans for Mr S through its peer to peer (P2P) lending platform. The details of the loans are in the below table: Loan Date Capit... (4 pages)View decision -
Decision Reference DRN-5587030
28 May 2025 First Data Europe Limited Not upheldBanking and PaymentsDRN-5587030 The complaint Mrs S, a sole trader, complains about the way a card terminal was sold. Mrs S holds a business development manager (who I will call Mr G) responsible for the problems she has experienced. However, for reasons that I explain below, we have set this complaint up... (5 pages)View decision -
Decision Reference DRN-5588358
28 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5588358 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Lendable Ltd trading as Autolend (‘Autolend’). What happened Around July 2024 Mr W acquired a used car under a hire purchase agreement with Autolend. The car is listed with a cash... (8 pages)View decision -
Decision Reference DRN-5472801
28 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5472801 The complaint Mr H complains that Santander UK Plc didn’t reimburse him after he fell victim to an investment scam. What happened Mr H first heard about this investment opportunity through family members. One of them was investing after hearing about it through their work an... (3 pages)View decision
