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 364422 results
-
Decision Reference DRN-5304172
4 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5304172 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in November 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have... (18 pages)View decision -
Decision Reference DRN-5208319
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208319 The complaint Mrs H complains that National Westminster Bank Plc charged her a fee for investment advice, then later closed her stocks and shares ISA. She’d like the advice fee returned. What happened Mrs H had several bank accounts with NatWest. In July 2023 NatWest issued ... (2 pages)View decision -
Decision Reference DRN-5302028
4 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5302028 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS 1 ) in October 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have ... (17 pages)View decision -
Decision Reference DRN-5259642
4 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5259642 The complaint Mr and Mrs M complain that U K Insurance Limited declined their claim against a travel insurance policy. Reference to UKI includes its agents. What happened Mr and Mrs M have travel insurance underwritten by UKI as a benefit of a current account. They paid a p... (3 pages)View decision -
Decision Reference DRN-5293219
4 Feb 2025 Idealing.com Limited Not upheldInvestmentsDRN-5293219 The complaint Mr M complains that Idealing.com Limited (‘Idealing’) took too long to transfer his ISA to another provider, and how it communicated with him during the transfer. What happened Mr M held a Stocks and Shares ISA with Idealing. On 25 September 2023, he requested... (6 pages)View decision -
Decision Reference DRN-5172072
4 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5172072 The complaint Miss H complains that Red Sands Insurance Company (Europe) Limited rejected a claim on her pet insurance and added an exclusion to the policy. What happened Miss H took out a pet insurance policy for her dog, which started on 7 April 2024. Soon after, her dog h... (3 pages)View decision -
Decision Reference DRN-5271790
4 Feb 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5271790 The complaint Mr B, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr B took out a loan for £1,000 over 36 months on 23 April 2024. The monthly repayments were £54.25 and the total repayable was £1,95... (4 pages)View decision -
Decision Reference DRN-5283425
4 Feb 2025 TSB Bank plc UpheldMortgagesDRN-5283425 The complaint Mr and Mrs R’s complaint is about the advice they were given by TSB Bank plc in 2022 in relation to an application to port their mortgage interest rate onto a new property, and in connection with a further advance. Mr and Mrs R say they were given the wrong ad... (3 pages)View decision -
Decision Reference DRN-5051557
4 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5051557 The complaint Mrs K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-5152309
4 Feb 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5152309 The complaint Mr P complains about the delays he feels Halifax Share Dealing Limited (HSDL) caused to the transfer of his Self-Invested Personal Pension (SIPP) to a SIPP with a provider I’ll refer to as provider V. Mr P feels that HSDL failed to provide him with the correct ... (4 pages)View decision
