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 125400 results
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Decision Reference DRN-4710920
27 Mar 2024 FIL Life Insurance Limited UpheldPensions and AnnuitiesDRN-4710920 The complaint Mr R complains that FIL Life Insurance Limited (FIL) unnecessarily delayed the transfer of his group personal pension to a small self-administered pension scheme (SSAS). Mr R believes the delays caused missed opportunities for his pension to grow What happened Mr ... (6 pages)View decision -
Decision Reference DRN-4548547
27 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4548547 The complaint Mrs A complains that Nationwide Building Society merged her banking profile with that of a different customer and then restricted her account. What happened On 7 September 2022, something in Nationwide’s systems caused Mrs A’s profile to merge with another of its ... (4 pages)View decision -
Decision Reference DRN-4710041
27 Mar 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4710041 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with First Response Finance Ltd was of an unsatisfactory quality. Mr W has been represented during the claim and complaint process by Mr C. For ease of reference, I will refer to any comme... (6 pages)View decision -
Decision Reference DRN-4340511
27 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4340511 The complaint Miss B complains about how One Insurance Limited (“One”) handled a claim under her motor insurance policy. What happened Miss B had a motor insurance policy with One covering her car. In April 2022 her car was damaged and she made a claim. When she applied for cov... (2 pages)View decision -
Decision Reference DRN-4604771
27 Mar 2024 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-4604771 The complaint Mr A has complained about the actions of Insight Financial Associates Limited (‘Insight’) which advised him on the transfer of his personal pensions to a self-invested personal pension (‘SIPP’) in 2010. The SIPP was used to invest in a property scheme that looks t... (11 pages)View decision -
Decision Reference DRN-4692058
27 Mar 2024 IG Markets Limited UpheldInvestmentsDRN-4692058 The complaint Mr W’s complaint features a buy trade he placed on 18 May 2020 in the Contracts For Difference (‘CFD’) trading account he held with IG Markets Limited (‘IG’). He says the trade order type he selected – a stop order – was either misapplied or misrepresented by IG, ... (6 pages)View decision -
Decision Reference DRN-4684832
27 Mar 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4684832 The complaint Mr E’s complaint is about the refusal of a claim he made under his pet insurance policy with Red Sands Insurance Company (Europe) Limited. What happened In October 2023, Mr E made a claim for the cost of dental treatment for his cat. His cat had to have two teeth ... (3 pages)View decision -
Decision Reference DRN-4694536
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4694536 The complaint Miss P complains that AXA Insurance UK Plc declined a claim on her buildings insurance policy but still recorded it on the Claim and Underwriting Exchange (“CUE”). Where I refer to AXA Insurance UK Plc, this includes it agents and claims handlers acting on its beh... (3 pages)View decision -
Decision Reference DRN-4656465
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4656465 The complaint Mr R is unhappy that Barclays Bank UK PLC allowed fraud to take place on his account and with the service he received from them surrounding this. What happened On 3 October 2023, a fraudster went into a Barclays branch with fake identity documents pretending to be... (2 pages)View decision -
Decision Reference DRN-4711080
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4711080 The complaint Mr L complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (31 pages)View decision
