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
-
Decision Reference DRN-3359820
28 Mar 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3359820 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) failed in their duties when accepting his Self-Invested Personal Pension (‘SIPP’) application and facilitating the investments that were made. What happened Westerby has been represented by solicit... (44 pages)View decision -
Decision Reference DRN-4676447
28 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4676447 The complaint Mrs L and the Estate of Mr L complain that ReAssure Limited (ReAssure) caused delays and failed to progress an ill health retirement claim before Mr L passed away meaning his pension benefits can’t be entirely paid as a lump sum. Mrs L would like this to be correc... (6 pages)View decision -
Decision Reference DRN-4709896
28 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4709896 The complaint Ms L complains that Metro Bank PLC (Metro) made it unnecessarily difficult for her lasting power of attorney to get access to her accounts. She is represented by her power of attorney, Mr L. For ease of reading, I have referred to Mr L throughout the decision as a... (3 pages)View decision -
Decision Reference DRN-4711055
28 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4711055 The complaint Mr C has complained that the process of purchasing a Scottish Widows Limited (‘Scottish Widows’) annuity was unduly delayed. Mr C has stated that errors by Scottish Widows meant the annuity purchase was delayed and monthly income payments were missed, causing fina... (5 pages)View decision -
Decision Reference DRN-4715885
28 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4715885 The complaint Mr G’s complaint relates to a Group Self-Invested Personal Pension (Group SIPP) held with Standard Life Assurance Limited (SL). Phoenix Life Limited is responsible for complaints made against SL. Mr G employed an Independent Financial Adviser (IFA) to advise him o... (9 pages)View decision -
Decision Reference DRN-4423639
28 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4423639 The complaint Ms J complains that Lloyds Bank PLC (Lloyds) won’t refund the money she lost as a result of a scam. What happened Ms J was looking to invest in an ISA offering better rates of return than she was currently getting with her other bank. She says she clicked on the f... (8 pages)View decision -
Decision Reference DRN-4665360
28 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4665360 The complaint Mr and Mrs P are unhappy with the way Aviva Insurance Limited (Aviva) settled a claim following a motor accident. What happened Mrs P is a named driver on her husband, Mr P’s, motor insurance policy. In April 2023, she was unfortunately involved in a collision wit... (2 pages)View decision -
Decision Reference DRN-4563849
28 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4563849 The complaint Mr A complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (‘Caledonian’) - ... (42 pages)View decision -
Decision Reference DRN-4681723
28 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4681723 The complaint Mr H complains about multiple issues he has encountered with National Savings and Investments (NS&I). What happened Mr H had premium bonds with NS&I. In January 2023 he contacted NS&I and asked to close the account. He received a message shortly after ... (4 pages)View decision -
Decision Reference DRN-4704999
28 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4704999 The complaint Mrs F complains that HSBC UK Bank Plc hasn’t refunded her for payments she made when she was the victim of a romance scam. What happened Mrs F holds savings and current accounts with HBSC. On 18 June 2022, she says she met someone online on social media and starte... (6 pages)View decision
