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 120469 results
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Decision Reference DRN-3655448
21 Sep 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3655448 The complaint Mr H complains about the advice Inspirational Financial Management Ltd (IFM) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cau... (11 pages)View decision -
Decision Reference DRN-4361803
21 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4361803 The complaint Ms H complains that Nationwide Building Society repeatedly blocked her account and tried to force her to come into the bank to produce identification (id), despite her disability and having already produced it. What happened Ms H opened her account with Nationwide... (3 pages)View decision -
Decision Reference DRN-4240463
21 Sep 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4240463 The complaint A partnership, which I’ll refer to as A, complains that PayrNet Limited won’t refund payments it didn’t make. Miss F, who is a partner of A, brings the complaint on A’s behalf. ANNA Money, who A’s account is with, is an agent for PayrNet. For ease, I’ll mainly ref... (2 pages)View decision -
Decision Reference DRN-3612953
21 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3612953 The complaint Mr D complains that he was given unsuitable advice by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined benefit (‘DB’) occupational pension scheme with British Steel (‘the BSPS’) to a personal pension. What happened ... (6 pages)View decision -
Decision Reference DRN-4345343
21 Sep 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-4345343 The complaint Miss B complains about a declined insurance claim after she made a claim on her motor insurance policy with Berkshire Hathaway International Insurance Ltd (‘Berkshire’). What happened The background to this complaint is well known to both Miss B and Berkshire. In ... (4 pages)View decision -
Decision Reference DRN-4250411
21 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4250411 The complaint Mrs B complains about how AA Underwriting Insurance Company Limited (AAUICL) dealt with a claim on her after the event insurance policy following a non-fault accident in her car. What happened Mrs B was involved in an accident in her car. Instead of claiming on he... (2 pages)View decision -
Decision Reference DRN-4212672
21 Sep 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4212672 The complaint Mr T complains that ReAssure Life Limited (ReAssure) caused him delays in processing then refunding a pension contribution and transferring his personal pension to a new provider. As a result his money was out of the market for longer than necessary, causing him t... (7 pages)View decision -
Decision Reference DRN-4110399
21 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4110399 The complaint Ms C is unhappy Revolut Ltd won’t reimburse her for the money she lost when she fell victim to a scam. What happened Ms C fell victim to a safe account scam. After her details were compromised via a phishing text, Ms C was contacted by individuals claiming to be f... (4 pages)View decision -
Decision Reference DRN-4288433
21 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4288433 The complaint Mr D complains that HSBC UK Bank Plc hasn’t dealt with his chargeback claim correctly. What happened On 14 January Mr D made a payment of £18,550 to B, a retailer, using his HSBC debit card. He says B told him it didn’t have the goods in stock and gave a delivery ... (2 pages)View decision -
Decision Reference DRN-4361723
21 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4361723 The complaint Ms W, who is represented by a third party, says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on her account be refunded. What happened This complaint is about a shopping ac... (3 pages)View decision
