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 366350 results
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Decision Reference DRN-4999579
19 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4999579 The complaint Mr D complains that the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer two existing pension plans to SJP in 2012 and 2018 was unsuitable. He also complains that he’s been paying an ongoing advice charge (‘OAC’) for a number ... (5 pages)View decision -
Decision Reference DRN-5432166
19 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5432166 The complaint Ms Z has complained HSBC UK Bank plc allowed someone to open a current and a credit account in her name. This has impacted her credit record and caused considerable distress. What happened In late 2023 Ms Z started to receive letters from a debt collection agen... (2 pages)View decision -
Decision Reference DRN-5229190
19 May 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5229190 The complaint Mr G complains about the service and advice he has received from AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) regarding his request to transfer the benefits in his defined-benefit (‘DB’) occupational pension scheme. He is ... (10 pages)View decision -
Decision Reference DRN-5518581
19 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5518581 The complaint Mr L on behalf of Mrs D complains that he has lost access to Mrs D’s account and banking via Santander UK Plc’s (“Santander”) mobile app resulting in the limitation of banking features and security on Mrs D’s account. What happened Mr L resides outside the UK a... (3 pages)View decision -
Decision Reference DRN-5412734
19 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5412734 The complaint Mrs M complains that MBNA Limited (MBNA) set direct debits up for minimum payments when she wanted the full amount to be repaid each month. What happened In 2024 Mrs M made complaints to MBNA about a credit card ending 221 that she said she didn’t recognise. Sh... (2 pages)View decision -
Decision Reference DRN-5568491
19 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5568491 The complaint Mr D and his mother, Mrs D, have complained about their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) and the amount the policy premium on their multi-car policy was increased by after Mr D was involved in two non-fault incidents. Admiral is... (5 pages)View decision -
Decision Reference DRN-5430733
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5430733 The complaint Mrs Y complains about the service she received regarding accounts she held with Nationwide Building Society (“Nationwide”). In particular, Mrs Y says that despite being assured by Nationwide her accounts had been closed they weren’t and she continued to receive... (3 pages)View decision -
Decision Reference DRN-5510174
19 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5510174 The complaint Miss R has complained about the way Automobile Association Insurance Services Limited (“AA) sold her a roadside assistance insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonab... (1 page)View decision -
Decision Reference DRN-5469860
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5469860 The complaint Mr M has complained Santander UK plc took too long to sort out problems with his credit record after he was the victim of impersonation fraud. What happened In early 2023 Mr M noticed credit card bills he was receiving although he’d not taken out a credit card ... (2 pages)View decision -
Decision Reference DRN-5546067
19 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5546067 The complaint This complaint is about a business loan Mr E holds with The Royal Bank of Scotland Plc (RBS). The essence of the complaint is that Mr E believed the loan was mis-sold when he took it out. He says RBS failed to do due diligence on the business he was buying. Mr E... (4 pages)View decision
