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 121479 results
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Decision Reference DRN-4470017
24 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4470017 The complaint Ms R complains Advantage Insurance Company Limited cancelled her motor insurance policy unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What I... (2 pages)View decision -
Decision Reference DRN-4451256
24 Nov 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4451256 The complaint Mr M and Mrs R complain that Mercedes-Benz Financial Services UK Limited (“MBFS”) reported an outstanding sum to credit reference agencies in error. They also complain that MBFS declined to provide them with a new finance agreement. What happened In February 2017,... (3 pages)View decision -
Decision Reference DRN-4471904
24 Nov 2023 Coventry Building Society UpheldMortgagesDRN-4471904 The complaint Mr J and Ms D complain about how Coventry Building Society is managing their offset mortgage. They said that although their mortgage is fully offset, Coventry continues to take occasional payments, without warning, and had recently taken a large sum. What happened... (6 pages)View decision -
Decision Reference DRN-4474623
24 Nov 2023 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-4474623 The complaint Mr M complains about the suitability of the advice provided by Esteem Money Ltd (“Esteem Money”) in October 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What happened I issu... (15 pages)View decision -
Decision Reference DRN-4450537
24 Nov 2023 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4450537 The complaint Miss S complains Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9) (“Asset Link”) irresponsibly provided her with a private student loan. What happened Miss S was approved for the below loan by another lender. During the course of the loan A... (5 pages)View decision -
Decision Reference DRN-4476355
24 Nov 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4476355 The complaint Mr R complains that ReAssure Limited (ReAssure) caused delays in paying benefits from his personal pension plans during which time the value fell. He would like compensation for the losses suffered. What happened Mr R had several pension plans with ReAssure. He sa... (5 pages)View decision -
Decision Reference DRN-4199011
24 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4199011 The complaint Ms B complains that National Westminster Bank Plc made errors with her international payment which resulted in a foreign exchange loss. What happened Ms B says that on 13 March 2023 she visited a NatWest branch to make an international transfer. She says she hande... (3 pages)View decision -
Decision Reference DRN-4382935
24 Nov 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4382935 The complaint A limited company, which I’ll refer to as ‘X’, is unhappy that The Royal Bank of Scotland Plc (“RBS”) gave it incorrect information about how long it could have to repay account balances following the issuance of formal demands. X’s complaint is brought to this se... (3 pages)View decision -
Decision Reference DRN-3827189
24 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3827189 The complaint Mr M complains about the advice given by Inspirational Financial Management (‘IFM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuit... (7 pages)View decision -
Decision Reference DRN-4385993
24 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4385993 The complaint Mr D complains that Wise Payments Limited did not refund a series of payments he lost as part of a scam. What happened Mr D was looking to invest in cryptocurrency, and was contacted by an individual from a firm I’ll call ‘P’. They persuaded him to open an account... (4 pages)View decision
