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-3321957
23 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3321957 The complaint Mr R has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as McLaren Financial Services (SCUK). Both Mr R and SCUK have had representatives at times but, to keep things simple, I’ll mainl... (34 pages)View decision -
Decision Reference DRN-4438838
23 Nov 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4438838 The complaint Mr and Mrs R are unhappy that Chaucer Insurance Company Designated Activity Company (Chaucer) didn’t fully settle their travel insurance claim. Any reference to Chaucer includes all its agents. What happened Mr and Mrs R took out an annual multi-trip travel insura... (4 pages)View decision -
Decision Reference DRN-4471238
23 Nov 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4471238 The complaint Mrs M complains that Nationwide Building Society failed to notify her that her credit card was due to expire, resulting in her account being closed. What happened Mrs M had a credit card account with Nationwide. She lives overseas but uses her credit card to purch... (3 pages)View decision -
Decision Reference DRN-4473691
23 Nov 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4473691 The complaint Mr M complains about the advice he received from St. James’s Place Wealth Management Plc (SJP) regarding the transfer of his personal pension plan (PPP). He says its advice not to transfer has affected his retirement plans and means he is now unable to pay off his... (8 pages)View decision -
Decision Reference DRN-4474759
23 Nov 2023 Freeway UK Insurance Services Limited UpheldInsuranceDRN-4474759 The complaint Mr J has complained that Freeway UK Insurance Services Limited failed to tell him his Taxi Insurance policy was not going to renew and that this led to him having to stop working as a taxi driver for nearly a month. What happened Mr J renewed his policy with an in... (4 pages)View decision -
Decision Reference DRN-3881401
23 Nov 2023 Quantock Analytical Ltd UpheldPensions and AnnuitiesDRN-3881401 The complaint Mr P complains about the advice given by Quantock Analytical Ltd (‘Quantock’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) and another DB pension, to a personal pension arrangement.... (9 pages)View decision -
Decision Reference DRN-4474724
23 Nov 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4474724 The complaint Miss F is unhappy that The Royal Bank of Scotland Plc (“RBS”) applied interest and charges to a loan balance which she feels was provided to her irresponsibly. What happened Miss F had a current account with RBS which included an overdraft facility. In April 2018,... (2 pages)View decision -
Decision Reference DRN-4472324
23 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4472324 The complaint Mrs D has complained that Aviva Life and Pensions UK Limited didn’t pay compensation into her pension plan as she’d requested. Mrs D says that Aviva Life and Pensions UK Limited paid the compensation directly to her instead and she has suffered a financial loss as... (9 pages)View decision -
Decision Reference DRN-4441166
23 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441166 Complaint Miss F is unhappy that Monzo Bank Ltd hasn’t reimbursed her after she fell victim to a scam. Background Miss F wanted to buy a slush machine and had been looking at second-hand models on a popular online marketplace. She found one that was suitably priced and agreed t... (2 pages)View decision -
Decision Reference DRN-4387729
23 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4387729 The complaint Mrs C and Mr G are unhappy that Royal & Sun Alliance Insurance Limited (RSA) has delayed repairing damages arising from poor workmanship under a previous subsidence claim made on their home insurance policy. Any reference to RSA includes reference to respectiv... (3 pages)View decision
