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 369228 results
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Decision Reference DRN-5650488
26 Jun 2025 Truly Independent Limited UpheldPensions and AnnuitiesDRN-5650488 The complaint Mr H complains that his independent financial adviser, Truly Independent Limited (Truly), provided him with poor service. And that it caused unnecessary delays to his access to his pension funds, leading to a lot of stress for him and the need for him to borrow... (10 pages)View decision -
Decision Reference DRN-5497174
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497174 The complaint Mrs S complains about the service she received from Barclays Bank UK PLC. What happened Mrs S is a longstanding customer of Barclays. In early October 2024, she used Barclays’ in- app chat function to try and book an appointment for her and her husband to discu... (3 pages)View decision -
Decision Reference DRN-5650398
26 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5650398 The complaint Mr and Mrs R complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (8 pages)View decision -
Decision Reference DRN-5569784
26 Jun 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5569784 The complaint Ms A complains Prepay Technologies Ltd (“PTL”), trading as Monese, won’t refund transactions she says were made by her ex-husband without her consent – and through being the victim of abuse. Ms A is also unhappy that PTL closed her account. What happened The de... (5 pages)View decision -
Decision Reference DRN-5377729
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377729 The complaint A limited company, which I will refer to as C, complains that Lloyds Bank Plc treated it unfairly in respect of a fixed rate loan. What happened There is no dispute here about what happened; the dispute is about whether Lloyds acted fairly. Everyone agrees: ... (3 pages)View decision -
Decision Reference DRN-5583300
26 Jun 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5583300 The complaint Mr B complains that Loans 2 Go Limited (L2G) acted irresponsibly by agreeing to three loans as he said he couldn’t sustain the repayments. What happened Mr B entered into a Fixed Sum loan agreement with L2G in January 2019 for £750. After interest and charges w... (5 pages)View decision -
Decision Reference DRN-5637886
26 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5637886 The complaint Mrs C complains about the service she received from British Gas Insurance Limited under her Homecare policy. Mrs C has largely been represented by Mr C in this complaint, but for ease of reference I shall refer to anything Mr C said on Mrs C’s behalf to have be... (3 pages)View decision -
Decision Reference DRN-5539982
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5539982 The complaint Mr H complains about how Barclays Bank UK PLC has handled his data as he feels it was responsible for a call he received from another business. He is also unhappy with how Barclays dealt with his complaint about this. What happened In 2024, Mr H was contacted b... (2 pages)View decision -
Decision Reference DRN-5219453
26 Jun 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5219453 The complaint Mr K complains about the information given to him by Hutchison 3G UK Limited trading as 3, when he took out a fixed sum loan to pay for a mobile telephone handset. For ease, throughout this decision I’ll refer to Hutchison 3G UK Limited trading as 3 as ‘Three’.... (3 pages)View decision -
Decision Reference DRN-5648452
26 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5648452 The complaint Ms W complains Barclays Bank UK PLC (“Barclays”) closed her account; failed to communicate and notify her properly about the closure; failed to add her partner as a joint account holder which exacerbated the problems she faced with poor communication; and sent ... (7 pages)View decision
