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 121115 results
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Decision Reference DRN-4318180
18 Oct 2023 Reassured Ltd UpheldInsuranceDRN-4318180 The complaint Mrs M’s complained that Reassured Ltd didn’t accurately capture the health information provided by her husband when they bought their joint life insurance policy – as a result of which the insurer declined her claim when her husband passed away. What happened In s... (3 pages)View decision -
Decision Reference DRN-4315319
18 Oct 2023 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-4315319 The complaint Mr W complains about the level of customer service he has received from Triodos Bank UK Limited (Triodos). What happened Mr W is unhappy with the interest rates offered by Triodos and that it charges a fee for his personal account. Mr W wants Triodos to use his ch... (3 pages)View decision -
Decision Reference DRN-3983110
18 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3983110 The complaint Mr M 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’). He wants to be put back into the position he would have... (43 pages)View decision -
Decision Reference DRN-4290623
18 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4290623 The complaint Mr S complains Barclays Bank UK Plc trading as Barclaycard changed his address and marked him as deceased incorrectly. What happened Mr S explains in November 2022 he contacted Barclaycard as he’d not received a replacement credit card after his existing one expir... (3 pages)View decision -
Decision Reference DRN-4376498
18 Oct 2023 Nationwide Building Society UpheldInvestmentsDRN-4376498 The complaint Mr W complains that Nationwide Building Society caused a long delay in the transfer of his ISA account to a new provider and that, when he complained, it provided poor service. He wants Nationwide to transfer his money as instructed and to compensate him for the i... (4 pages)View decision -
Decision Reference DRN-4406645
18 Oct 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4406645 The complaint Mrs P complains about the delays to its payment – and additional errors - that James Hay Administration Company Ltd T/A James Hay partnership made during the course of switching her self-invested personal pension (SIPP) into flexi access drawdown and making the ta... (5 pages)View decision -
Decision Reference DRN-4369897
18 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4369897 The complaint Mr T and Mrs T have complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. References to UKI include companies acting on its behalf. What happened Mr T and Mrs T contacted UKI’s home emergency provider when they found a ... (3 pages)View decision -
Decision Reference DRN-4260301
18 Oct 2023 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-4260301 The complaint Mrs G complains that Paysafe Financial Services Limited (trading as Neteller) closed her account and removed funds from it without her consent. What happened Mrs G had an account with Neteller. On 16 September 2022, Mrs G received €484 into her account, which Mrs... (3 pages)View decision -
Decision Reference DRN-4263636
18 Oct 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4263636 The complaint Mr S complains that the car he acquired financed through an agreement with Specialist Motor Finance Limited (SMF) wasn't of satisfactory quality. What happened The details of this complaint are well known to both parties and have been set out by the investiga... (3 pages)View decision -
Decision Reference DRN-4350367
18 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4350367 The complaint Mr N complains that National Westminster Bank Plc blocked his accounts twice without providing an explanation. Mr N is also unhappy with the customer service NatWest provided him when it blocked his accounts. He says this caused him unnecessary inconvenience and w... (4 pages)View decision
