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 119791 results
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Decision Reference DRN-4402980
6 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4402980 The complaint Mrs T complains that National Westminster Bank Plc blocked and closed her account without providing an explanation or warning. She says this caused her unnecessary inconvenience and worry for which she should be compensated. What happened Mrs T was a long standing... (3 pages)View decision -
Decision Reference DRN-4423042
6 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4423042 The complaint Mr G complains that Santander UK Plc gave him wrong information and poor customer service regarding an international transfer he made. Mr G is represented by his son in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he ... (4 pages)View decision -
Decision Reference DRN-3633626
6 Nov 2023 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-3633626 The complaint Mr P has complained that Esteem Money Ltd, trading as Esteem Money, gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened... (17 pages)View decision -
Decision Reference DRN-4438605
6 Nov 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4438605 The complaint Miss F has complained about the quality of a car she acquired under a hire purchase agreement she has with MI Vehicle Finance Limited (MIVF). What happened In September 2022 Miss F acquired a used car under a hire purchase agreement with MIVF. The car cost around ... (4 pages)View decision -
Decision Reference DRN-4412369
6 Nov 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4412369 The complaint Mrs L complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I haven’t set it... (7 pages)View decision -
Decision Reference DRN-4115119
6 Nov 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4115119 The complaint Mr M complains that Nationwide Building Society unfairly blocked his account and denied him access to the funds in his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-4003924
6 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4003924 The complaint Mr D complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of a claim made under his commercial property insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (2 pages)View decision -
Decision Reference DRN-4415359
6 Nov 2023 Butler Toll Ltd UpheldPensions and AnnuitiesDRN-4415359 The complaint Mr T complains that Butler Toll Ltd (BT) gave him unsuitable advice to transfer his existing pension arrangements, including a Money Purchase Occupational Pension Scheme (MP OPS) with a Guaranteed Minimum Pension (GMP) underpin in 2003. He believes the advice has ... (13 pages)View decision -
Decision Reference DRN-3617963
6 Nov 2023 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-3617963 The complaint Mr S complains that he was given unsuitable advice by BeaconIFA Limited (Beacon) 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 it w... (7 pages)View decision -
Decision Reference DRN-4144799
6 Nov 2023 Hey Habito Ltd UpheldMortgagesDRN-4144799 The complaint Mr C has complained about the service he received from Hey Habito Ltd when applying for a mortgage to buy a property. He says he lost out on the mortgage rate he’d applied for because Habito didn’t respond to messages from the lender. What happened Mr C found a pr... (4 pages)View decision
