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 125399 results
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Decision Reference DRN-4590847
29 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4590847 The complaint Mr R complained that Nationwide Building Society (“Nationwide”) irresponsibly granted an overdraft in August 2022 that he couldn’t afford to repay. What happened In August 2022, Mr R was granted an overdraft of £2,000 on his current account. Mr R thinks that Natio... (3 pages)View decision -
Decision Reference DRN-4716391
29 Mar 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4716391 The complaint Mrs M has complained about delays in setting up an annuity with her pension proceeds. Mrs M had a pension held with Phoenix and utilised the services of HUB Financial Solutions Limited (‘HUB’) to source a suitable annuity, which was to be provided by Canada Life. ... (4 pages)View decision -
Decision Reference DRN-4712859
29 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4712859 The complaint Mrs A complains that Progressive Money Limited (“PML”) irresponsibly agreed a loan for her. Mrs A brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened PML agreed a loan of £10,000 for Mrs A in December 2... (4 pages)View decision -
Decision Reference DRN-4704667
28 Mar 2024 Sebastian & St James International Financial Advisers Limited UpheldPensions and AnnuitiesDRN-4704667 The complaint Mr B’s representative has complained, on his behalf, that Sebastian & St James International Financial Advisers Limited (SJIFA) gave him unsuitable advice to transfer defined benefits from his occupational pension scheme (OPS) to a Personal Pension Plan (PPP).... (13 pages)View decision -
Decision Reference DRN-4131352
28 Mar 2024 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-4131352 The complaint Mr B has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to make investments within the scheme including a discretionary managed portfolio and a Cape Verde ho... (15 pages)View decision -
Decision Reference DRN-4606887
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4606887 The complaint Mr V complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr V is being represented by a third party. To keep things simple, I will refer to Mr V throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-4713509
28 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4713509 The complaint Mrs N and Mr P's complaint about Accredited Insurance (Europe) Ltd’s handling of their buildings insurance claim. What happened On 3 March 2023, Mrs N and Mr P contacted Accredited to report that there had been a fire at their property the night before and th... (8 pages)View decision -
Decision Reference DRN-4685683
28 Mar 2024 Euroins AD UpheldInsuranceDRN-4685683 The complaint Mr and Mrs M are unhappy about the way Euroins AD dealt with their claim when Mr M needed medical assistance abroad. All reference to Euroins includes any agents acting on its behalf. What happened Mr and Mrs M had a travel insurance policy, underwritten by Euroin... (2 pages)View decision -
Decision Reference DRN-4637958
28 Mar 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4637958 The complaint Mr R complains about the end of contract charges following his hire agreement for a car with Stellantis Financial Services UK Limited (“Stellantis”) What happened Mr R entered into a hire agreement with Stellantis in August 2018 for a new car. When the agreement r... (3 pages)View decision -
Decision Reference DRN-4660259
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4660259 The complaint Mrs P is unhappy with several aspects of the service she received from National Westminster Bank Plc (“NatWest”) surrounding her request to transfer her ISA. What happened To briefly summarise: On 18 October 2023, Mrs P called NatWest and asked to transfer her fix... (3 pages)View decision
