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 121115 results
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Decision Reference DRN-4515486
22 Jan 2024 Phoenix Life Limited UpheldInsuranceDRN-4515486 The complaint The estate of Mrs F is unhappy with the way in which Phoenix Life Limited handled claims made on two whole of life insurance policies (‘the policies’) after Mrs F sadly died. Under the terms of the policies, if the policyholder (in this case, Mrs F) died after two... (2 pages)View decision -
Decision Reference DRN-4342415
22 Jan 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4342415 The complaint Mr C has complained that he is unhappy with the quality of a car he acquired in June 2022, using a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Mr C acquired a used Suzuki in June 2022, using a hire-purchase agreement with Moto... (4 pages)View decision -
Decision Reference DRN-4243276
21 Jan 2024 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-4243276 The complaint Mr P complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Acumen Independent Financial Planning Limited is responsible for answering this comp... (4 pages)View decision -
Decision Reference DRN-4568263
21 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4568263 The complaint Mr R complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled and settled a claim under a Properties insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat them in detail here. Instead, I’l... (5 pages)View decision -
Decision Reference DRN-3897915
20 Jan 2024 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3897915 The complaint Mr T complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4568178
20 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4568178 The complaint Mr C complains about how National Westminster Bank Plc trading as Ulster Bank dealt with his Individual Savings Account (ISA) transfer. What happened Mr C transferred his ISA to Ulster Bank in June 2023. He says there were problems with the transfer for which Ulst... (3 pages)View decision -
Decision Reference DRN-4454523
19 Jan 2024 Clydesdale Financial Services Limited UpheldBanking and PaymentsDRN-4454523 The complaint Mr A complains that Clydesdale Financial Services Limited (trading as Barclays Partner finance, BPF) blacklisted him and reported adverse information to the credit reference agencies. What happened Mr A entered into a fixed sum loan agreement with BPF in April 201... (3 pages)View decision -
Decision Reference DRN-4468438
19 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4468438 The complaint Mr F complains that Bank of Scotland plc trading as Halifax hasn’t provided him with the service it should have. What happened Mr F says that on 22 April 2023 he tried to make a room booking online using his Halifax card, but this was unsuccessful. He visited a br... (3 pages)View decision -
Decision Reference DRN-4104282
19 Jan 2024 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-4104282 The complaint Mr S complains that Dobson & Hodge Limited (D&H) gave him unsuitable advice to transfer deferred benefits from his defined benefit (DB) pension with British Steel (BSPS) to a personal pension. What happened In March 2016, Tata Steel UK Ltd announced that i... (3 pages)View decision -
Decision Reference DRN-4570597
19 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4570597 The complaint Mr V complains Barclays Bank UK PLC, trading as Barclaycard, reduced his credit limits and applied a persistent debt marker on his file. Mr V is also unhappy that Barclaycard did not consider his communication needs and did not adapted their usual processes to acc... (3 pages)View decision
