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-5830655
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5830655 The complaint Mr O has complained National Westminster Bank Public Limited Company did nothing to sort out issues he had with reporting fraud and the difficulties this caused him. What happened Mr O’s son has mostly represented him in his complaint. However for ease, I have ... (4 pages)View decision -
Decision Reference DRN-5832966
23 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5832966 The complaint Mr S complains Bank of Scotland plc won’t refund a direct debit payment taken from his account which he says he did not authorise. What happened On 20 March 2025, a direct debit payment of £54 to a lottery company debited Mr S’ account. He reported this as fra... (2 pages)View decision -
Decision Reference DRN-5695356
23 Sep 2025 St James's Place Investment Administration Limited UpheldPensions and AnnuitiesDRN-5695356 The complaint Mr A complains that St James's Place Investment Administration Limited (“SJP”) failed to send him an annual statement for his pension savings in a timely manner. What happened Mr A holds pension savings with SJP, along with savings in an ISA. SJP has agree... (3 pages)View decision -
Decision Reference DRN-5681684
23 Sep 2025 Thacker Fairweather UpheldPensions and AnnuitiesDRN-5681684 The complaint Mrs L has complained about the advice she received from Thacker Fairweather (‘TF’) to transfer her existing Self-invested Personal Pension (‘SIPP’) and Individual Savings Account (‘ISA’) to a new provider. She’s said the transfer was unnecessary because she inv... (8 pages)View decision -
Decision Reference DRN-5773137
23 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5773137 The complaint Ms M complains as an Administrator of the estate of Mr M about Intact Insurance UK Limited’s (“IIUKL”) handling of the renewal of Mr M’s home insurance policy and about the service she received during a phone call. What happened Ms M says the home insurance po... (3 pages)View decision -
Decision Reference DRN-5834033
23 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5834033 The complaint Ms K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms K was trying to help her sister get a visa to move to the UK. Ms K was introduced to an individual I’ll refer to as M, by a... (3 pages)View decision -
Decision Reference DRN-5834773
23 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5834773 The complaint Mrs G and Mr G have complained about the decline and handling of a claim made under their travel insurance policy by AWP P&C S.A. What happened The background to this complaint is well known the parties so it serves no purpose for me to repeat it in detail ... (2 pages)View decision -
Decision Reference DRN-5531586
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5531586 The complaint Mr J is unhappy that Metro Bank PLC won’t reimburse money he lost to a scam. Mr J is represented by a third-party claims firm, but I will refer to Mr J here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5776817
23 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5776817 The complaint Mr C complains that a car acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (‘Volvo Car FS’). What happened In November 2024 Mr C was supplied with a brand-new car through a conditional sale agreement with Volvo Car FS. Th... (3 pages)View decision -
Decision Reference DRN-5658159
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5658159 The complaint D, a limited company, complains that AXA Insurance UK Plc has unfairly declined a claim under their business protection insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What... (3 pages)View decision