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 384131 results
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Decision Reference DRN-5431194
28 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5431194 Complaint Mr T has complained about a credit card Tesco Personal Finance Limited (trading as “Tesco Bank”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In March 2022, Tesco Bank provi... (3 pages)View decision -
Decision Reference DRN-5435349
28 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5435349 The complaint Mr E has complained after Haven Insurance Company Limited (Haven) cancelled his telematics policy and declined his claim, following a motoring incident. Mr E is represented with this complaint, by his mother. But for ease, I will refer to all comments and acti... (3 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision -
Decision Reference DRN-5434195
28 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5434195 The complaint Mr M complains J.P. Morgan Europe Limited, trading as Chase, closed his account with inadequate notice and without explanation. Mr M also complains that he was provided with poor customer service, particularly in not being sent account statements to help him mo... (7 pages)View decision -
Decision Reference DRN-5393730
28 Mar 2025 IFS Risk Solutions (UK) Limited UpheldPensions and AnnuitiesDRN-5393730 The complaint Mr L has complained about the advice given to him by IFS Risk Solutions (UK) Limited (IFS) to transfer his pension benefits from Pearl to Metlife, and that by doing so, he lost his entitlement to a guaranteed pension. What happened In 2010, IFS recommended tha... (9 pages)View decision -
Decision Reference DRN-5436461
28 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5436461 The complaint Mr W complains about the way AXA Insurance UK Plc has handled a claim he made following an escape of water at his property. Mr W is being represented in bringing this complaint. For ease I’ve referred to most comments of the representative as being Mr W’s own, ... (3 pages)View decision -
Decision Reference DRN-5364302
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5364302 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr S’s representative has brought this complaint on his behalf. For ease, I have referred to comments made by the representatives as though made by Mr S. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4905770
28 Mar 2025 Bank of Scotland Plc UpheldInvestmentsDRN-4905770 The complaint Mrs H is unhappy about the transfer of her stocks and shares ISA to Bank of Scotland plc (trading as Halifax), as well as her attempt to move her funds away from Halifax later on. What happened In April 2023 Mrs H opened a two-year fixed rate ISA at 4.2% online... (4 pages)View decision -
Decision Reference DRN-5169902
28 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5169902 The complaint Mr S is unhappy that Great Lakes Insurance UK Limited hasn’t settled his travel insurance claim in full. What happened Mr S went on a golfing holiday. Unfortunately, whilst abroad, he tested positive for Covid-19. In line with the relevant government’s guidance... (3 pages)View decision -
Decision Reference DRN-5435006
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5435006 The complaint Mr S holds/held an account with Revolut Ltd (“Revolut”) Mr S’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr S is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr S so... (7 pages)View decision
