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 374385 results
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Decision Reference DRN-5682439
9 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5682439 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr B is b... (20 pages)View decision -
Decision Reference DRN-5594687
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5594687 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax declined her card despite the fact that she’d activated it and had been assured that it would work. What happened Mrs B opened a credit card account with Halifax in April 2021. In December 2024 Mrs B ... (2 pages)View decision -
Decision Reference DRN-5605503
9 Jul 2025 RAYMOND JAMES WEALTH MANAGEMENT LIMITED Not upheldInvestmentsDRN-5605503 The complaint Mrs C, Miss C and Mrs G as trustees (‘the trustees’) of Mr & Mrs E K C's Trust for Grandchildren (‘the trust’) complain about the service they received from Charles Stanley & Co Ltd (‘Charles Stanley’) when they requested a transfer of assets from ... (7 pages)View decision -
Decision Reference DRN-5646533
9 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5646533 The complaint Miss M complains about how Inter Partner Assistance SA (IPA) handled her claim against her travel insurance policy. Reference to IPA includes its agents. What happened In summary, Miss M had an annual travel insurance policy underwritten by IPA. Whilst she was... (5 pages)View decision -
Decision Reference DRN-5591611
9 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5591611 The complaint Mr G complains about the way in which Nationwide Building Society communicated an interest rate rise to him. What happened Mr G holds a credit card account with Nationwide. In February 2025 Nationwide sent Mr G a letter advising him of a change to the rate of i... (2 pages)View decision -
Decision Reference DRN-5572215
9 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5572215 The complaint Mr M complains about the level of service provided by Ageas Insurance Limited following a claim made on his roadside assistance insurance policy. What happened Mr M’s car broke down whilst he was driving abroad and his garage advised him not to start the engin... (3 pages)View decision -
Decision Reference DRN-5668069
9 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5668069 The complaint Mrs G complains about how Admiral Insurance (Gibraltar) Limited has handled a claim made on her motor insurance policy. She wants it to settle her claim and pay her compensation for her costs incurred in the meantime due to its delays. What happened Mrs G said ... (5 pages)View decision -
Decision Reference DRN-5166488
9 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5166488 The complaint Mrs I complains that Wise Payments Limited (“Wise”) won’t refund money she lost when she fell victim to a scam. Mrs I is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to the parties and have... (3 pages)View decision -
Decision Reference DRN-5507624
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5507624 The complaint Mrs P complains NewDay Ltd (NewDay) irresponsibly lent to her because it provided two credit card accounts without completing the appropriate checks to ensure the lending was affordable for her. What happened Mrs P took out two credit cards with NewDay. Accou... (5 pages)View decision -
Decision Reference DRN-5681224
9 Jul 2025 First Service Financial Limited UpheldPensions and AnnuitiesDRN-5681224 The complaint Mr B complains that First Service Financial Limited (‘FSF’) gave him unsuitable advice about how he could use a pension sharing order after his separation from his ex-wife. What happened On 4 January 2021 Mr B made contact with FSF because he had separated from... (6 pages)View decision
