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 121262 results
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Decision Reference DRN-4451465
15 Nov 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4451465 The complaint Mr C complains that Scottish Widows Limited (SW) caused avoidable delays to the transfer of his pension. He also complains that he received a lack of updates during the transfer. What happened Mr C wanted to transfer the benefits from his former employer’s Occupat... (5 pages)View decision -
Decision Reference DRN-4443035
15 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4443035 The complaint A limited company, which I will refer to as C, complains that Barclays Bank UK Plc’s errors in relation to a commercial mortgage caused delays in opening new premises. What happened In early 2021, C’s directors wanted to buy new premises for their business. They h... (3 pages)View decision -
Decision Reference DRN-4458210
15 Nov 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4458210 The complaint Miss K and Mr O complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents. What happened Miss K and Mr O had single trip travel insurance cover for a trip abroad, the insurer was Great Lakes. They... (4 pages)View decision -
Decision Reference DRN-4010639
15 Nov 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-4010639 The complaint Mr B has complained that Cambrian Associates Limited (CAL) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened The inve... (9 pages)View decision -
Decision Reference DRN-4458189
15 Nov 2023 Metro Bank PLC UpheldConsumer CreditDRN-4458189 The complaint Mr W complains that Metro Bank PLC trading as RateSetter (“RateSetter”) held him responsible for a loan he didn’t apply for. What happened Mr W is represented in this complaint, but I’ll mainly refer to Mr W for ease of reading. What Mr W says Mr W explained that ... (8 pages)View decision -
Decision Reference DRN-4373760
15 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4373760 The complaint Mr B has complained that Barclays Bank UK PLC (“Barclays”) failed to act on his instructions to transfer money from his Barclays account to his overseas account, since April 2022. Mr B says he contacted Barclays numerous times, via phone, email, and registered let... (7 pages)View decision -
Decision Reference DRN-4458476
15 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4458476 The complaint Mr B has complained that Aviva Life & Pensions UK Limited took too long to complete the transfer of his pension plan. Mr B claims that he was out of the market whilst the transfer was being completed and he has lost money as a result. What happened The backgro... (7 pages)View decision -
Decision Reference DRN-4406240
15 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4406240 The complaint Mr R complains that Barclays Bank UK PLC (“Barclays”) continued to contact him after he closed his accounts. What happened Mr R closed his Barclays accounts in September 2022. He says that Barclays continued to send him marketing messages by text and email after t... (3 pages)View decision -
Decision Reference DRN-4417232
15 Nov 2023 Amtrust Europe Limited UpheldInsuranceDRN-4417232 The complaint Mr and Mrs P have complained about the settlement and service provided by Amtrust Europe Limited (‘Amtrust’) under their furniture protection policy. For the avoidance of doubt, the term ‘Amtrust’ includes its agents, contractors, and representatives in this decis... (4 pages)View decision -
Decision Reference DRN-3990215
15 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3990215 The complaint Mr E has complained that Shawbrook Bank Limited rejected his claim against it under Section 75 of the Consumer Credit Act 1974 (“the Act”). What happened Mr E bought solar panels for his home in 2017. The purchase was funded by a loan from Shawbrook, and that busi... (4 pages)View decision
