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 362196 results
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Decision Reference DRN-5135747
29 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5135747 The complaint Mr F has complained, through his representative, that The Prudential Assurance Company Limited (Prudential) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in July 2016. Mr F... (9 pages)View decision -
Decision Reference DRN-5180429
29 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5180429 The complaint Mr G has complained about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited to The Incartus Investments Pension Scheme 2 (“The Scheme”) which was a multi-member occupational pension scheme in July 2016. Mr G says he has l... (8 pages)View decision -
Decision Reference DRN-5178016
29 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5178016 The complaint Miss O is unhappy with the service she received from Barclays Bank UK PLC surrounding an ISA transfer request. What happened Miss O had a cash ISA with Barclays that matured in March. Miss O wanted to move her matured funds to an ISA with another provider, and... (3 pages)View decision -
Decision Reference DRN-5080574
29 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5080574 The complaint Mr G complains that Liverpool Victoria Insurance Company Limited (“LV”) declined a claim on his motor insurance policy and said the policy was void. What happened Mr G made a claim on his policy for the value of a car that had been damaged beyond repair. LV rej... (2 pages)View decision -
Decision Reference DRN-5007526
29 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5007526 The complaint Ms B complains about Bank of Scotland plc trading as Halifax. She says that Halifax won’t refund her money she says she has lost to a scam. What happened The details of what happened are well known to both parties, so I won’t repeat them in detail here. In s... (3 pages)View decision -
Decision Reference DRN-5178714
29 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178714 The complaint Mr and Mrs B complained because Santander UK Plc refused to refund them for transactions they said they hadn’t made. What happened On 19 February 2024, Mr and Mrs B went on holiday abroad. Mrs B received a text from Santander, saying that unusual transactions ... (5 pages)View decision -
Decision Reference DRN-5028401
29 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5028401 The complaint Mr A has complained that Barclays Bank UK PLC won’t reimburse him for a cash withdrawal where he explained the correct amount did not dispense. What happened In March 2024, Mr A tried to withdraw £500 at an ATM. £500 debited his account, but he’s explained he o... (2 pages)View decision -
Decision Reference DRN-5173085
29 Nov 2024 Peter Botterill Not upheldMortgagesDRN-5173085 The complaint Mr and Mrs M complain that Peter Botterill trading as Botterill Saw and Associates failed to arrange a second charge mortgage (secured loan) for them. What happened Mr and Mrs M decided to take out a loan, intending to buy a car. They contacted an adviser firm,... (3 pages)View decision -
Decision Reference DRN-5076483
29 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5076483 The complaint Miss J has complained that National Westminster Bank Plc (“NatWest”) misled her into thinking that she had travel insurance when she didn’t. What happened Miss J says she applied to upgrade her Foundation account to a fee-paying Reward Platinum account on 18 Fe... (4 pages)View decision -
Decision Reference DRN-5177506
29 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5177506 The complaint Miss B says Barclays Bank UK PLC made errors which meant her buy to let mortgage wasn’t redeemed in January 2023. She also complains about poor service. What happened Miss B had a buy to let mortgage with Barclays. She wanted to redeem the mortgage and contacte... (5 pages)View decision
