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 130193 results
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Decision Reference DRN-5033911
20 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5033911 The complaint Mr F and Ms F – husband and daughter of the late Mrs F, complain that Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”) didn’t undertake sufficient due diligence on the Carbon Credits investment the late Mrs F made through h... (30 pages)View decision -
Decision Reference DRN-4876873
20 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4876873 The complaint Mrs T complains about the settlement paid by esure Insurance Limited when she mad a claim on a motor insurance policy. What happened Mrs T insured a car with esure. She made a claim following a collision and esure said the car should be written off. esure made ... (3 pages)View decision -
Decision Reference DRN-5025342
20 Sep 2024 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5025342 The complaint Miss C and Mr P complain about errors and poor service when they took mortgage advice from an appointed representative of Personal Touch Financial Services Ltd, trading as PRIMIS Mortgage Network (I’ll refer to it as PRIMIS). There was a significant delay in a ... (6 pages)View decision -
Decision Reference DRN-4859768
20 Sep 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4859768 The complaint Mr and Ms T complain about how Automobile Association Insurance Services Limited (AA) dealt with a claim on their motor insurance. What happened Mr and Ms T had motor insurance through AA. Ms T was involved in a collision with another driver which was not her f... (3 pages)View decision -
Decision Reference DRN-4808405
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4808405 The complaint Mr G says Revolut Ltd (“Revolut”) refuses to refund him for a transaction which was sent to the wrong beneficiary. What happened Mr G says he tried to send money to his son via Revolut. He had sent money to his son in the same way previously, so he used the sam... (2 pages)View decision -
Decision Reference DRN-4794224
20 Sep 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4794224 The complaint Ms C complains about the advice given by Pi Financial Limited (‘Pi’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial ... (10 pages)View decision -
Decision Reference DRN-4948661
20 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4948661 The complaint Mr W complains that Lloyds Bank PLC wrongly registered a default against his name. What happened Mr W had a Lloyds credit card in his name. In April 2018 Lloyds wrote to Mr W to say that he had arrears of over £300 on his credit card account and that he needed ... (2 pages)View decision -
Decision Reference DRN-4985488
20 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4985488 The complaint Mr P complains that Lloyds Bank PLC caused a delay in the repayment of his business’s debt. What happened Mr P was the director of a company I’ll refer to as “C”. In November 2022 he provided a personal guarantee for C’s borrowing from Lloyds. In early Septembe... (2 pages)View decision -
Decision Reference DRN-4496737
20 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4496737 The complaint Mr H complains U K Insurance Limited [“UKI”] has unfairly settled a claim he’s made on his buildings insurance policy following subsidence at his property. He’s also unhappy with some of the remedial work UKI has undertaken following the damage. What happened U... (6 pages)View decision -
Decision Reference DRN-5034854
20 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5034854 The complaint Mr P has complained that Nationwide Building Society (“Nationwide”) failed to protect him from an investment-related scam. What happened I issued my provisional decision dated August 2023 in which I explained I thought Nationwide should refund some, but not al... (5 pages)View decision