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 369227 results
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Decision Reference DRN-5391668
29 Apr 2025 SI Capital Ltd Not upheldPensions and AnnuitiesDRN-5391668 The complaint Mr W says he’s suffered a financial loss as a result of unsuitable advice and poor service from SI Capital Ltd. What happened Mr W signed an application form on 25 January 2011 to establish a SIPP (self invested personal pension). He’d be transferring in pensi... (5 pages)View decision -
Decision Reference DRN-5516082
29 Apr 2025 JLT Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5516082 The complaint Mr J complained about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme to a personal pension plan, in 2010. He says the advice was unsuitable for him and believes this has caused him a financial loss. JLT Wealth... (7 pages)View decision -
Decision Reference DRN-5315788
29 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5315788 The complaint Mr M complains that Oodle Financial Services Limited recorded negative markers on his credit file when he voluntary surrendered his car. What happened In November 2022 Mr M was supplied with a car and entered into a hire purchase agreement with Oodle. In Februa... (3 pages)View decision -
Decision Reference DRN-5206918
29 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5206918 The complaint Mrs G complains Santander UK plc (Santander) wouldn’t raise a chargeback for four dresses she bought, which she says turned out to be the wrong colour. What happened On 7 June 2024, Mrs G paid £146.64 with her Santander credit card for two dresses in size 12 a... (4 pages)View decision -
Decision Reference DRN-5474308
29 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5474308 The complaint Mrs S has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a mobile phone insurance policy. What happened Mrs S contacted Aviva to make a claim when her mobile phone was stolen. Mrs S later complained to Aviva about the excess fee ... (3 pages)View decision -
Decision Reference DRN-5222385
29 Apr 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5222385 The complaint Mr and Mrs C complain about the additional premium Astrenska Insurance Limited charged for their travel insurance policy. What happened Mr and Mrs C held an annual multi-trip travel insurance policy. The period of cover was from 14 January 2024 until 13 Januar... (2 pages)View decision -
Decision Reference DRN-5141774
29 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141774 The complaint Mr C is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. What happened The background to the complaint is well-known to both parties so I won’t go into detail here. In short, in January 2024 Mr C fell victim to an emp... (3 pages)View decision -
Decision Reference DRN-5340803
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5340803 The complaint Mr K complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well-known to the parties and has been previously set out by the investigator. So, I’l... (2 pages)View decision -
Decision Reference DRN-5179008
29 Apr 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5179008 The complaint Mr L complains that Halifax Share Dealing Limited (“HSDL”) mistakenly sent information about his pension account with the firm to another customer. And he also complains that HSDL failed to complete the in-specie transfer of his pension savings to another provi... (3 pages)View decision -
Decision Reference DRN-5441665
29 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5441665 The complaint Mrs B complains that Vanquis Bank Limited irresponsibly lent her a credit card account and increased the credit limit. What happened Vanquis opened a credit card account with a credit limit of £250 for Mrs B in March 2016. It then increased the credit limit as... (3 pages)View decision
