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-5623558
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5623558 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-5756019
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5756019 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, with a sporty petrol engine and first registered in ... (5 pages)View decision -
Decision Reference DRN-5784294
29 Aug 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5784294 The complaint Mr M has complained that ReAssure Limited (ReAssure) were responsible for problems he encountered when taking his pension benefits as a retirement annuity. These problems included delays, inconsistent quotations and poor customer service, causing him to suffer ... (6 pages)View decision -
Decision Reference DRN-5752415
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5752415 The complaint Mr E complains that West Bay Insurance Plc unfairly settled a claim against his motor insurance policy. Reference to West Bay includes claims handlers who acted for it. What happened In December 2022 Mr E was in a low speed incident when his car bumped into the... (3 pages)View decision -
Decision Reference DRN-5571519
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5571519 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account and wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (3 pages)View decision -
Decision Reference DRN-5754706
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754706 The complaint Mr D is unhappy with the service he received from Barclays Bank UK PLC when he raised a dispute about a deposit about a merchant. What happened In June 2024, Mr D raised a dispute with Barclays as he felt that a hotel he had paid for using his Barclays account ... (2 pages)View decision -
Decision Reference DRN-5379362
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5379362 The complaint Mr H, with the help of a claims management company, (“CMC”) has complained about the suitability of advice given to him by St. James's Place Wealth Management Plc (“SJP”) to transfer a personal pension into an SJP Retirement Account (“RA”). He has also sai... (6 pages)View decision -
Decision Reference DRN-5677203
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677203 The complaint Mr W complains that Monzo Bank Ltd hasn’t fully refunded the money he lost when he made a payment that turned out to be an APP scam. What happened In February 2025, Mr W required some home improvement works to be carried out. He found a trader who appeared suit... (4 pages)View decision -
Decision Reference DRN-5706152
29 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5706152 The complaint Mr B complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim he made on his commercial vehicle insurance policy, after a third party hit his van. What happened Mr B has commercial vehicle insurance with West Bay for his van which he uses for... (3 pages)View decision -
Decision Reference DRN-5757067
29 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5757067 The complaint Ms L complains that Shawbrook Bank Limited won’t provide her with printed communications about her ISA including sending a paper statement in the post. What happened Ms L says that not having a paper statement has caused her frustration, financial loss and that... (3 pages)View decision
