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-4403580
19 Oct 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4403580 The complaint Mrs B complains to Specialist Motor Finance Limited (‘SFL’) about a car it supplied her on finance. What happened The background facts are well known to the parties so I won’t repeat those in detail here – instead I will summarise and focus on giving reasons for m... (5 pages)View decision -
Decision Reference DRN-3933243
19 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3933243 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr H says he was introduced by a... (42 pages)View decision -
Decision Reference DRN-4397376
19 Oct 2023 Chetwood Wealth Management Ltd UpheldInvestmentsDRN-4397376 The complaint Mr S and Mrs S complain about a charge that has been deducted from their Flexible Investment Bond and paid to Chetwood Wealth Management Ltd (Chetwood) since 2014. Mr S and Mrs S say they declined any ongoing services from Chetwood when their former adviser merged... (7 pages)View decision -
Decision Reference DRN-4286617
19 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4286617 The complaint Ms D complains National Westminster Bank Plc discriminated against her when she tried to change her mobile phone number, and when it said it couldn’t stop some departments from calling her. What happened Ms D has a credit card issued by NatWest. Ms D is deaf, has ... (2 pages)View decision -
Decision Reference DRN-4245362
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4245362 The complaint S, a limited company, complains that Monzo Bank Ltd won’t refund the money it lost when it was the victim of a scam. What happened S is a limited company and, in July 2022, it was looking to purchase a van. It saw one it was interested in for sale on an online auc... (4 pages)View decision -
Decision Reference DRN-3683414
19 Oct 2023 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-3683414 The complaint Mr M complains about the advice AFH Independent Financial Services Limited (‘AFH’) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). He... (8 pages)View decision -
Decision Reference DRN-4395451
19 Oct 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4395451 The complaint Miss S complains about how Automobile Association Insurance Services (“AA”) dealt with her policy renewal. In particular that payment was taken from the wrong card. What happened Miss S had AA breakdown cover and had been a customer for many years. At o... (3 pages)View decision -
Decision Reference DRN-4320131
19 Oct 2023 Whiting Group Limited UpheldPensions and AnnuitiesDRN-4320131 The complaint Mr R complains about the advice given by Direct Pension Services an appointed representative of Whiting Group Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension and a Section 32 Buy-out plan. He says ... (8 pages)View decision -
Decision Reference DRN-4218985
19 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4218985 The complaint Miss C complains about esure Insurance Limited’s (esure) handling of her motor insurance policy, including the cost of a third-party’s claim and cancellation of her cover in error. What happened Miss C was involved in a minor collision when driving. She was at fau... (3 pages)View decision -
Decision Reference DRN-3987651
19 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3987651 The complaint Mr R complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (44 pages)View decision
