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 366874 results
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Decision Reference DRN-5371583
27 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5371583 The complaint Miss D and Mr S complain that Royal & Sun Alliance Insurance Limited have poorly handled a claim made on their buildings insurance policy which has added delays, distress and inconvenience to the claim. What happened The background to this claim and complai... (3 pages)View decision -
Decision Reference DRN-5431629
27 Mar 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5431629 The complaint Miss K complains that Creation Consumer Finance Ltd (“Creation”) unfairly asks her to repay lending it provided in relation to the purchase of goods from October 2021 until March 2023. What happened Between October 2021 and March 2023 Creation entered into seve... (7 pages)View decision -
Decision Reference DRN-5249872
27 Mar 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5249872 The complaint The estates of Mr T and Mrs T complain that Lloyds Bank PLC provided unsuitable advice to invest in an offshore investment bond and hold it in trust. The complaint has been brought by Mr T2 and Mrs T2 as representatives of the estates. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-5433502
27 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5433502 The complaint Mr W complains about the quality of two pairs of prescription glasses he purchased using his debit card supplied by Bank of Scotland plc trading as Halifax (“Halifax”). What happened In August 2023, Mr W purchased two pairs of prescription glasses from a suppli... (4 pages)View decision -
Decision Reference DRN-4906280
27 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-4906280 The complaint Mr T complains about Black Horse Limited’s response to the arrears on the hire purchase agreement under which a car had been supplied to him. What happened A new car was supplied to Mr T under a hire purchase agreement with Black Horse that he electronically si... (3 pages)View decision -
Decision Reference DRN-5369053
27 Mar 2025 True Potential Wealth Management LLP Not upheldInvestmentsDRN-5369053 The complaint The executors of the estate of Mrs L, complain that an adviser for True Potential Wealth Management LLP (“TPW”) took duplicate payments for investment advice fees over a period of years. Mr F, one of the estate’s executors and previously Mrs L’s attorney, has b... (3 pages)View decision -
Decision Reference DRN-5411752
27 Mar 2025 Amber Wealth Creation Ltd UpheldInvestmentsDRN-5411752 The complaint Miss E complains she was misled about the return she’d receive on a UK Gilt investment recommended by Amber Wealth Creation Ltd. What happened Miss E was an existing customer of Amber and held a variety of different types of investments. In July 2023 she had a... (5 pages)View decision -
Decision Reference DRN-4649335
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4649335 The complaint Mr V is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost as a result of a scam. What happened A long term friend of Mr V recommended that he use a trading company (that I’ll call B). His friend appeared to be doing very well from the investment... (3 pages)View decision -
Decision Reference DRN-5366145
27 Mar 2025 Yorkshire Building Society UpheldBanking and PaymentsDRN-5366145 The complaint Ms C complains about how Yorkshire Building Society (“YBS”) handled transferring her ISA to another provider. She is unhappy with the time it took and with the service YBS provided around this. What happened In September 2024, Ms C wanted to transfer an ISA she... (4 pages)View decision -
Decision Reference DRN-5319567
27 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5319567 The complaint M – a limited company – complains that Barclays Bank UK PLC did not transfer a mortgage to a new fixed interest rated product. What happened M has a buy-to-let mortgage with Barclays. The existing interest rate product expired in May 2023. Barclays said that M ... (3 pages)View decision
