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 400694 results
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Decision Reference DRN-5815107
12 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5815107 The complaint Mr J says Scottish Widows Limited failed to inform him properly about a withdrawal he made from his Retirement Account. He says he was told he’d get a refund of any tax taken and that the income wouldn’t affect his tax credits. What happened In April 2023 Mr J... (3 pages)View decision -
Decision Reference DRN-5706571
12 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5706571 The complaint Mrs M has complained that AWP P&C S.A. (“AWP”) has to date declined a claim made under her single trip travel insurance policy. What happened Mrs M had booked a cruise but unfortunately on the night before she was due to leave she became ill. She has said s... (3 pages)View decision -
Decision Reference DRN-5489511
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5489511 The complaint Miss L has complained Barclays Bank UK PLC won’t refund her for transactions made using her new debit card which was never delivered to her. She’s also concerned at their customer service. What happened Miss L opened a new account with Barclays in July 2024 aft... (3 pages)View decision -
Decision Reference DRN-5755770
12 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5755770 The complaint Mr K complains about how AmTrust Specialty Limited dealt with his gadget travel insurance claim. My references to AmTrust include its claims handling agent. What happened Mr K had a gadget travel insurance policy insured by AmTrust. His laptop was damaged on hi... (3 pages)View decision -
Decision Reference DRN-5813940
12 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5813940 The complaint Mr and Mrs B have complained that Shawbrook Bank Limited (“Shawbrook”), acted unfairly and unreasonably by deciding against paying a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr and Mrs B entered into a timeshare membership agreeme... (3 pages)View decision -
Decision Reference DRN-5646064
12 Sep 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5646064 The complaint Mr H complains that Billing Finance Limited (“Billing Finance”) entered into a Hire Purchase agreement with him when it was unaffordable. What happened In February 2020, Mr H acquired a vehicle, which cost £7,640.00. He borrowed the full amount. The agreement ... (3 pages)View decision -
Decision Reference DRN-5704974
12 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5704974 The complaint Mr O complains that Admiral Insurance (Gibraltar) Limited unfairly cancelled his motor insurance policy. What happened Mr O insured his car with Admiral. The terms of his policy required him to fit a telematics box which monitored how the car was driven. It als... (3 pages)View decision -
Decision Reference DRN-5618121
12 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5618121 The complaint Mrs M complains that Lendable Ltd was irresponsible in its lending to her. She wants all interest and charges refunded and any adverse information removed from her credit file. What happened Mrs M was provided with a £5,000 loan by Lendable in April 2022. The l... (3 pages)View decision -
Decision Reference DRN-4972803
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4972803 The complaint Mr and Mrs W complain that Bank of Scotland Plc trading as Halifax (BoS) didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs W have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just ref... (3 pages)View decision -
Decision Reference DRN-5815039
12 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5815039 The complaint Mrs Y complains Bank of Scotland plc trading as Halifax has wasted a huge amount of time and effort on her part and her son’s part given the number of problems they’ve had opening accounts for two of their grandchildren. What happened Mrs Y says she went into h... (2 pages)View decision