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 128312 results
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Decision Reference DRN-4820847
31 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4820847 The complaint Mr A complains about the settlement esure Insurance Limited (esure) offered after his car was declared a total loss, under his motor insurance policy. What happened Mr A was involved in an accident when driving. He contacted esure to make a claim, which it acce... (3 pages)View decision -
Decision Reference DRN-4881910
31 Jul 2024 The Energy Saving Trust Limited UpheldConsumer CreditDRN-4881910 The complaint Mr R complains that The Energy Saving Trust Limited, trading as Energy Saving Trust (“EST”) were unreasonable to ask him to make a false statement about a loan application. What happened Mr R applied for a fixed sum loan with EST. He signed the agreement and se... (2 pages)View decision -
Decision Reference DRN-4937830
31 Jul 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4937830 Complaint Mr S is unhappy that State Bank of India (UK) Limited (“SBI UK”) didn’t refund transactions from his account that he says he didn’t make or otherwise authorise. Background In April 2023, transfers were made from the account Mr S holds with SBI UK. The security cre... (10 pages)View decision -
Decision Reference DRN-4776477
31 Jul 2024 CBW Financial Planning Limited UpheldPensions and AnnuitiesDRN-4776477 The complaint Mrs R complains about the advice given by CBW Financial Planning Limited (‘CBW’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). She says the advice was unsuitable for her and b... (10 pages)View decision -
Decision Reference DRN-4854553
31 Jul 2024 Nationwide Building Society UpheldInvestmentsDRN-4854553 The complaint Mr and Mrs M complain about the service they received from Nationwide Building Society (‘Nationwide’). Mr M says they’re unhappy about the Ongoing Advice Charge (‘OAC’) as they haven’t received any advice (or reviews) since 2017. So, they’ve not had any assist... (7 pages)View decision -
Decision Reference DRN-4794280
31 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4794280 The complaint Mr E has complained about a transfer of his personal pension with The National Farmers’ Union Mutual Insurance Society Limited (NFU) to a small self-administered scheme (SSAS) in 2014. Mr E’s SSAS was subsequently used to invest in Dolphin Capital and an overse... (16 pages)View decision -
Decision Reference DRN-4906266
31 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4906266 The complaint Ms A complains that she has been unable to make online banking payments from her account with The Royal Bank of Scotland Plc (RBS) and that RBS has failed to provide proper support to her. What happened Ms A lives abroad. She needed a card reader to make online... (3 pages)View decision -
Decision Reference DRN-4792683
31 Jul 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4792683 The complaint Mr A complains that OAKBROOK FINANCE LIMITED trading as Likely Loans, (“Oakbrook”), lent to him and did not do proper checks before lending. What happened Mr A took two loans with Oakbrook and a brief table gives a few details. Both loans were for 36 months. L... (7 pages)View decision -
Decision Reference DRN-4746399
31 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746399 The complaint Mr P complains that National Westminster Bank Plc (NatWest) blocked him from buying goods online using his debit card. What happened Mr P had a current account with NatWest. In October 2023 he tried to make an online purchase from a high street retailer using ... (3 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision