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 121074 results
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Decision Reference DRN-4375003
19 Oct 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4375003 The complaint Mr W complains National Westminster Bank Plc didn’t treat him fairly when he asked to make a change to a personal loan. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reaso... (3 pages)View decision -
Decision Reference DRN-3671222
19 Oct 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3671222 The complaint Mr P complains about the advice given by Mulberry Wealth Management Limited (‘MWM’) 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 unsuita... (8 pages)View decision -
Decision Reference DRN-3837817
19 Oct 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3837817 The complaint Mr D complains about the advice given by Cambrian Associates Limited (‘CAL’) to transfer the benefits from both his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) and an existing personal pension plan to a new personal pension arran... (10 pages)View decision -
Decision Reference DRN-4399453
19 Oct 2023 Brooklin Claims Consultants Ltd UpheldInsuranceDRN-4399453 The complaint Mr B, Mrs B and Mrs R are complaining about the way Brooklin Claims Consultants Ltd (BCC) handled a claim, as a loss assessor, that they made on their buildings insurance policy. Mr B has led in the handling of the claim and complaint. For ease of reference I’ll r... (6 pages)View decision -
Decision Reference DRN-4319453
19 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4319453 The complaint Mr P complains esure Insurance Limited has handled his subsidence claim poorly. What happened In the summer of 2022 Mr P made a claim for subsidence against his esure home insurance policy. In early 2023 Mr P complained about a lack of progress with the claim. He ... (2 pages)View decision -
Decision Reference DRN-4307184
19 Oct 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4307184 The complaint Mr D has complained that M&S Financial Services Plc (“M&S”) trading as M&S Bank, irresponsibly lent to him when it granted him a credit card. What happened Mr D opened a credit card account with M&S in October 2018. His credit limit was initially £... (3 pages)View decision -
Decision Reference DRN-4224772
19 Oct 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4224772 Complaint M, a limited company, is represented by its director, Mr M. He complains that ClearBank Limited (“Tide”) hasn’t reimbursed the company after it fell victim to a scam. Background In June 2022, Mr M fell victim to a scam. He had been looking into leasing a new vehicle, ... (2 pages)View decision -
Decision Reference DRN-3670561
19 Oct 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3670561 The complaint Mr R complains about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and bel... (12 pages)View decision -
Decision Reference DRN-4409209
19 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4409209 The complaint In summary, Mr M is concerned about the time it took Barclays Bank UK PLC to transfer his cash ISA from another provider, into an ISA that he set up with Barclays in January 2023. He believes that he has lost out financially as a result of delays he believes occur... (3 pages)View decision -
Decision Reference DRN-4249920
19 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4249920 The complaint Mr M has complained that he experienced difficulties when sending large amounts of Euros abroad from a HSBC UK Bank Plc (“HSBC”) Global Money Account. What happened Mr M purchased a property abroad and went to send the deposit for the property (€19,000) from a HSB... (4 pages)View decision
