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 380824 results
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Decision Reference DRN-4962714
11 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4962714 The complaint Mr H has complained that Santander UK Plc has failed to refund him for bathroom accessories he bought from a third party. At times, Mr H has been represented in bringing his complaint. But, for clarity, I’ll refer to all submissions made on his behalf, as havin... (2 pages)View decision -
Decision Reference DRN-5299229
11 Feb 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5299229 The complaint Mr W complains that a used car supplied to him by Zopa Bank Limited (Zopa) under a hire purchase agreement is of unsatisfactory quality. What happened In November 2023, Mr W entered into a hire purchase agreement with Zopa for a ... (5 pages)View decision -
Decision Reference DRN-5321767
11 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5321767 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (Halifax) was slow to send him statements on two savings accounts. What happened Mr W lives in the USA. He has two passbook savings accounts with Halifax, one in his sole name and one being a joint ac... (3 pages)View decision -
Decision Reference DRN-5321732
11 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5321732 The complaint Mr and Mrs M complain that Avantia Insurance Limited (Avantia) provided unclear information during the sale of a home insurance policy which resulted in the settlement of a claim being reduced by the insurer. What happened Mr and Mrs M have a home insurance po... (5 pages)View decision -
Decision Reference DRN-3552955
11 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3552955 The complaint Mr L has complained, with the help of a professional third party, about the transfer of his Phoenix Life Limited (‘Phoenix’) pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in December 2014. The QROPS was subsequently used to invest in a m... (12 pages)View decision -
Decision Reference DRN-5318674
11 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5318674 The complaint A microenterprise which I will refer to as B complains about the handling and settlement of its commercial insurance claim by Covea Insurance plc. What happened The following is intended only as a brief summary of events. Additionally, whilst a number of partie... (8 pages)View decision -
Decision Reference DRN-5319714
11 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5319714 The complaint Mr and Mrs K complain that when they made a claim on their loss adjuster fees insurance policy, the loss adjuster appointed by ARAG Legal Expenses Insurance Company Limited gave inaccurate information about a claim on their buildings insurance, which led to the... (2 pages)View decision -
Decision Reference DRN-5297771
11 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5297771 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK PLC did not fulfil its obligations under the Direct Debit Guarantee (“DDG”) Scheme, when H requested a refund. What happened On 9 May 2024, H contacted the bank to request a refund of ... (3 pages)View decision -
Decision Reference DRN-5025259
11 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5025259 The complaint Mr H has complained about a transfer of his Scottish Widows Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) based in Malta on 26 November 2014. Mr H’s QROPS was subsequently used to invest in Dolphin Capital (Dolphin), which ... (11 pages)View decision -
Decision Reference DRN-5256041
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256041 The complaint Miss B says NewDay Ltd trading as BIP (‘BIP’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the card repayments and it increased her credit limit three times. She says she spent the balance each month and s... (4 pages)View decision
