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 370904 results
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Decision Reference DRN-5334957
18 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5334957 The complaint Mr E complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr E says he was approached b... (42 pages)View decision -
Decision Reference DRN-5338421
18 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5338421 The complaint Mr M and Mrs M have complained that AXA Insurance UK Plc (AXA) haven’t settled part of their claim under their home insurance policy. What happened Mr M and Mrs M made a claim for a water leak. A while later, Mr M and Mrs M referred the claim to the County Cou... (3 pages)View decision -
Decision Reference DRN-5156788
18 Feb 2025 Thomas Brannigan Not upheldPensions and AnnuitiesDRN-5156788 The complaint Mrs P complains that Thomas Brannigan trading as Hanson Financial Services (“TB”) has failed to manage the investment of her pension savings in a professional manner. What happened Mrs P’s relationship with TB started in late 2020 when she sought advice about t... (4 pages)View decision -
Decision Reference DRN-5226466
18 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5226466 The complaint Mr M complains National Savings and Investments (NS&I) unnecessarily asked for information he’d already provided them with, when he enquired about an old premium bond holding. What happened Mr M says in January 2024 he contacted NS&I regarding some old ... (2 pages)View decision -
Decision Reference DRN-5285317
18 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5285317 The complaint Mr E and Mrs E have complained about how Aviva Insurance Limited (Aviva) dealt with an online chat about the renewal of a home insurance policy. As Mr E mainly seemed to deal with the complaint, for ease, I will normally only refer to him. What happened Mr E ... (3 pages)View decision -
Decision Reference DRN-5297293
18 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5297293 The complaint Mr and Mrs F complain that Bank of Scotland plc has unfairly declined their proposals to bring their mortgage back on track following a period of financial difficulty. What happened Mr and Mrs F have a mortgage with Bank of Scotland that is due to end in 2026.... (2 pages)View decision -
Decision Reference DRN-5197095
18 Feb 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5197095 The complaint Ms H complains about information TransUnion International UK Limited are reporting which is negatively impacting her credit report, as well as issues when trying to access her credit report online. What happened Ms H says TransUnion are incorrectly reporting i... (4 pages)View decision -
Decision Reference DRN-5298961
18 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5298961 The complaint Mr W and Mrs F complain that Starling Bank Limited (“Starling”) declined their application to open a joint account stating they did not meet its eligibility criteria but failed to elaborate on the reasons why. What happened Mr W and Mrs F wished to open a join... (3 pages)View decision -
Decision Reference DRN-5161120
18 Feb 2025 Helm Godfrey Partners Ltd Not upheldInvestmentsDRN-5161120 The complaint Mrs B complains that Helm Godfrey Partners Limited: 1. May have given her personal information to a third party without her consent. 2. Failed to follow the agreed investment strategy in 2017 and 2018. It didn’t invest on the “drip feed” basis agreed in 2017; ... (4 pages)View decision -
Decision Reference DRN-5278279
18 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5278279 The complaint Miss H complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss H was approved for a Vanquis credit card in September 2022 with a £1,200 credit limit. The credit limit was increased to £2,000 in August 2023. Miss H says Vanquis lent to ... (4 pages)View decision
