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 366763 results
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Decision Reference DRN-5424175
20 May 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5424175 The complaint Mr W says Marks & Spencer Financial Services Plc trading as M&S Bank irresponsibly lent to him. What happened Mr W took out a loan for £15,000 over 60 months from M&S Bank on 11 November 2021. The monthly repayments were £281.65 and the total repaya... (3 pages)View decision -
Decision Reference DRN-5050206
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5050206 The complaint The administrators of the estate of Mr H have complained that The Royal London Mutual Insurance Society Limited, trading as Scottish Provident (‘Scottish Provident’) incorrectly told their late father his life insurance policy was set up in trust. As a result, ... (9 pages)View decision -
Decision Reference DRN-5220296
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5220296 The complaint Mr W complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from it to a provider I’ll refer to as provider H. Mr W says these delays prevent... (6 pages)View decision -
Decision Reference DRN-5220304
20 May 2025 Integrated Financial Arrangements LTD UpheldPensions and AnnuitiesDRN-5220304 The complaint Mr W’s complains that Integrated Financial Arrangements LTD trading as Transact (Transact) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from a provider I’ll refer to as provider R to a provider I’ll refer to as ... (10 pages)View decision -
Decision Reference DRN-5543368
20 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5543368 The complaint Mr H complains that HSBC UK Bank Plc has closed his credit card account. What happened Mr H held a HSBC Gold Mastercard Charge Card for many years. In March 2024, HSBC wrote to him to say that it would be closing his account. Mr H was unhappy that this meant he... (3 pages)View decision -
Decision Reference DRN-5559268
20 May 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5559268 The complaint Miss B is unhappy that Advisory Insurance Brokers Limited (“AIB”) didn’t inform her at the point of sale that her home insurance policy excluded escape of water. What happened The background to this complaint is well-known to both parties, so I’ve summarised wh... (3 pages)View decision -
Decision Reference DRN-5556937
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5556937 The complaint Mrs I is complaining that Revolut Ltd didn’t do enough to prevent funds being lost to a scam from her account with it, and hasn’t refunded the payments made as part of the scam. The complaint is brought on her behalf by her daughter, Ms M. As I’ll explain, Ms M... (5 pages)View decision -
Decision Reference DRN-5213542
20 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5213542 The complaint Mrs V is unhappy with the way Bank of Scotland plc trading as Halifax (Halifax) responded to a dispute for goods she purchased using her credit card. What happened Mrs V purchased a log cabin with gazebo “log cabin” for around £3,000 from an online supplier I’... (4 pages)View decision -
Decision Reference DRN-5477405
20 May 2025 U K Insurance Limited UpheldInsuranceDRN-5477405 The complaint Ms B and Ms K have complained about how U K Insurance Limited (UKI) dealt with a claim under their home emergency policy. Ms B and Ms K are represented in this complaint by Mr M who, for ease, I will normally refer to. What happened Mr M contacted UKI to arra... (2 pages)View decision -
Decision Reference DRN-5573327
20 May 2025 Policy Services Limited Not upheldPensions and AnnuitiesDRN-5573327 The complaint Mr W complains that Policy Services Limited (‘PSL’) led him to believe the value of his pension was higher than it actually was. Mr W says as a result, he believed that he had more monies in his plan to spend on his retirement than was actually the case. Mr W w... (3 pages)View decision
