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-3835314
15 Nov 2023 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-3835314 The complaint Mr P complains about the advice given by CST Wealth Management Limited (‘CST’) to transfer the benefits from a defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitable f... (8 pages)View decision -
Decision Reference DRN-4457749
15 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4457749 The complaint Dr S and Mr S complain about how Aviva Insurance Limited (“Aviva”) dealt with a claim they made on their home insurance policy following a flood. Any reference to Aviva includes its agents. While the policy is in both names, for ease, I have referred t... (5 pages)View decision -
Decision Reference DRN-4344185
15 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4344185 The complaint Mr E has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr E is represented in this complaint by a solicitor, for simplicity I will refer to Mr E throughout this decision, even when referencing what is r... (3 pages)View decision -
Decision Reference DRN-4457937
15 Nov 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4457937 The complaint Mr M complains that TRANSUNION INTERNATIONAL UK LIMITED (TU) failed to dispute incorrect information on his credit report. What happened I previously issued a provisional decision on this case. I did this because I wanted to give both parties the chance to respond... (3 pages)View decision -
Decision Reference DRN-4401737
15 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4401737 The complaint Mr R has complained that a conditional sale agreement he has with Santander Consumer (UK) plc T/A Santander Consumer Finance (SCUK) wasn’t settled. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everythi... (3 pages)View decision -
Decision Reference DRN-3902461
15 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3902461 The complaint Mr B complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (43 pages)View decision -
Decision Reference DRN-4384680
15 Nov 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4384680 The complaint Mr A complains that PrePay Technologies Limited closed his account and sent money that had been paid into his account back to source. What happened Mr A had an account with Suits Me, one of PrePay’s agents. As the overall agreement was with Suits Me, and for ease ... (4 pages)View decision -
Decision Reference DRN-4307326
15 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4307326 The complaint Mr M complains about the repairs, delays and level of service provided by esure Insurance Limited following a claim made on his motor insurance policy. He wants it to repair his car and compensate him for his losses. What happened Mr M’s car was taken for repairs ... (3 pages)View decision -
Decision Reference DRN-4454961
15 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4454961 The complaint Mr L as the Executor of the estate of the late Ms T complains that National Westminster Bank Plc (“NatWest”) failed to close Ms T’s account before she died despite him being given the authority to close the account by Ms T and him complying with all NatWest’s stat... (5 pages)View decision -
Decision Reference DRN-4457763
15 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4457763 The complaint Mr S is unhappy with West Bay Insurance Plc’s (West Bay) handling of a claim made under his car insurance policy. What happened In January 2023 Mr S was involved in an accident and his car was damaged, so he made a claim to West Bay, his car insurance provider. Mr... (2 pages)View decision
