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 370149 results
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Decision Reference DRN-5385127
13 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5385127 The complaint Mr H complains that National Savings and Investments (‘NS&I’) should have done more to raise awareness about the need for phones to have up to date software to enable account access. He also feels that its helpline should have been aware of this issue and i... (3 pages)View decision -
Decision Reference DRN-5383375
13 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5383375 The complaint Mr S complains CA Auto Finance UK Ltd (CA Auto) supplied him with a car that he believes wasn’t of satisfactory quality therefore not fit for purpose What happened In July 2023, Mr S entered into a 38 month finance agreement for a used car. The ... (9 pages)View decision -
Decision Reference DRN-5176075
13 Mar 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5176075 The complaint Mrs J has complained about the handling of her request to transfer her pension benefits by James Hay Administration Company Ltd. Mrs J’s complaint has been brought on her behalf by her husband Mr J. Mr J was also the main point of contact for James Hay in rela... (5 pages)View decision -
Decision Reference DRN-5349154
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5349154 The complaint Mr O complains about issues he experienced when he changed his credit card with Santander UK Plc. What happened Mr O held a Santander 123 card. In June 2024 he changed the card to an Edge card. In August 2024 Mr O’s card was declined. He contacted Santander and... (3 pages)View decision -
Decision Reference DRN-5344628
13 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5344628 The complaint Miss B complains that U K Insurance Limited trading as NIG Insurance (“UKI”) wouldn’t pay for part of her claim for water damage to her home. What happened Miss B had a leaseholder’s insurance policy with UKI covering the fabric of her apartment. In December 20... (3 pages)View decision -
Decision Reference DRN-5395089
13 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5395089 The complaint Mr H, a representative of a limited company that I will call C, complains that J.P. Morgan Europe Limited trading as Chase (“Chase”), have failed to refund money that was lost as part of an investment scam. What happened Mr H came across a company that purporte... (3 pages)View decision -
Decision Reference DRN-5383534
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5383534 The complaint Mr D complains that Bank of Scotland plc trading as Halifax didn’t treat him fairly when he requested a refund of costs he’d paid in part with his credit card. What happened Mr D paid a deposit of £100 on a used car with his Halifax credit card on 12 December ... (5 pages)View decision -
Decision Reference DRN-5170173
13 Mar 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5170173 The complaint Mr J has complained about the handling of his request to transfer his pension benefits by Equiniti Financial Services Limited. What happened Mr J had a self-invested personal pension (‘SIPP’). The assets under the SIPP were held with Equiniti, who also provide... (4 pages)View decision -
Decision Reference DRN-5200127
13 Mar 2025 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-5200127 The complaint Mr C, through a professional representative, has complained about the transfer of his Quilter Life & Pensions Limited (“Quilter”) personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in early 2016. Mr C’s QROPS was subsequently used... (10 pages)View decision -
Decision Reference DRN-5344203
13 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5344203 The complaint Mrs M is feels that Lloyds Bank PLC may have miscalculated her loan. What happened In November 2017, Mrs M took out a personal loan with Lloyds and received the £10,556.27 loan funds that same month. The terms of the loan included that Mrs M would make monthly... (5 pages)View decision
