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-5596005
18 Sep 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5596005 The complaint Ms N has complained about the way a withdrawal from her pension was processed by Hargreaves Lansdown Asset Management Limited (‘HLAM’). Ms N states that HLAM processed a withdrawal for the entirety of her pension value rather than the £20,000 she had requested.... (3 pages)View decision -
Decision Reference DRN-5754820
18 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5754820 The complaint Miss U is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, incorrectly updated the address on her account. What happened Miss U had a credit account with Tesco which was in significant and prolonged arrears, meaning that the account was being managed b... (3 pages)View decision -
Decision Reference DRN-5811520
18 Sep 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5811520 The complaint Mr D is unhappy with the quality of repairs Fortegra Europe Insurance Company Ltd (“Fortegra”) carried out as part of his claim on his minor cosmetic damage insurance policy. He’s also unhappy with its offer to settle a subsequent claim for further damage on th... (3 pages)View decision -
Decision Reference DRN-5317419
18 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5317419 The complaint Mr J complains that investment advice provided to him by St. James's Place Wealth Management Plc (“SJP”) was unnecessary and unsuitable. Further, SJP then failed to provide the annual reviews for which it had deducted ongoing advice charges (OAC). He’s rep... (5 pages)View decision -
Decision Reference DRN-5401408
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5401408 The complaint Mr B is unhappy Barclays Bank UK PLC, trading as Tesco Bank (“Tesco”), won’t reimburse him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known ... (4 pages)View decision -
Decision Reference DRN-5333636
18 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5333636 The complaint Mrs J complains that investment advice provided to her by St. James's Place Wealth Management Plc (“SJP”) was unnecessary and unsuitable. Further, SJP then failed to provide the annual reviews for which it had deducted ongoing advice charges (OAC). She’s r... (5 pages)View decision -
Decision Reference DRN-5660110
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5660110 The complaint Mr C complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). What happened On 11 March 2025, Mr C applied to switch his current account from another provider to NatWest. Mr C then realised the NatWest current account ... (2 pages)View decision -
Decision Reference DRN-5642701
18 Sep 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5642701 The complaint Mr B complains that Tandem Motor Finance Limited trading as Tandem (‘Tandem’) irresponsibly entered into a hire purchase agreement with him. He says Tandem didn’t carry out enough checks to ensure the loan was affordable for him. Mr B also says there are proble... (6 pages)View decision -
Decision Reference DRN-5824836
18 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5824836 The complaint Mr P complains about the customer service he received from EE Limited in relation to mobile phones he acquired through fixed sum loan agreements. Mr P is represented in this complaint, but for ease, I’ll refer to Mr P throughout. What happened Mr P says he was ... (4 pages)View decision -
Decision Reference DRN-5749099
18 Sep 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5749099 The complaint Mr B complains that AA Underwriting Insurance Company Limited (“AA”) mishandled his motor insurance policy. What happened The subject matter of the insurance policy was a hatchback car, first registered in 2021. By about June 2023, Mr B had acquired the car. ... (3 pages)View decision