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 125400 results
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Decision Reference DRN-4615639
19 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4615639 The complaint Mr B 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 or around early 2013, Mr B was contact... (43 pages)View decision -
Decision Reference DRN-4626832
19 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4626832 The complaint Mrs B complains that Clydesdale Bank Plc, trading as Virgin Money (who I’ll call Virgin) failed to notify her that she had reached the spending threshold that entitled her to claim a Flying Club reward voucher. Mrs B has been represented by her husband but for eas... (3 pages)View decision -
Decision Reference DRN-4377241
19 Feb 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4377241 The complaint Miss F complains that Sainsbury’s Bank Plc hasn’t refunded a payment she made using her credit card. What happened In February 2022, Miss F purchased flights through a website (which I’ll refer to as “K”) using her Sainsbury’s Bank credit card. To get to her desti... (4 pages)View decision -
Decision Reference DRN-4520028
19 Feb 2024 Moorcroft Debt Recovery Limited UpheldConsumer CreditDRN-4520028 The complaint Mr K complains Moorcroft Debt Recovery Limited wrote to him at his home address about an outstanding debt when they shouldn’t have. What happened Mr K opened two loan accounts with a business I’ll refer to as A. Unfortunately, unable to make repayments, the accoun... (3 pages)View decision -
Decision Reference DRN-4616611
19 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4616611 The complaint Mr R complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the way they handled a claim he made on his home insurance policy, following a leak found in his bathroom. What happened The claim and complaint circumstances are well known to both parties. So... (3 pages)View decision -
Decision Reference DRN-4573335
19 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4573335 The complaint Mr A complains Bank of Scotland plc trading as Halifax unfairly closed his account and delayed returning his funds. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (3 pages)View decision -
Decision Reference DRN-4623005
19 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4623005 The complaint Mrs P complains about cancellation of a motor insurance policy by her insurer, Liverpool Victoria Insurance Company Limited (LV). She says the policy was taken out in her name. References to LV in this decision include their agents. Mrs P was supported by a repres... (6 pages)View decision -
Decision Reference DRN-4447397
19 Feb 2024 Next Retail Limited UpheldConsumer CreditDRN-4447397 The complaint Miss T complains Next Retail Limited (Next) irresponsibly provided her with an unaffordable credit facility. What happened Next provided Miss T with a £300 credit facility in February 2023. In June 2023 Miss T complained to Next. She said it had irresponsibly prov... (3 pages)View decision -
Decision Reference DRN-4342361
19 Feb 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4342361 The complaint Mr B complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) delayed the payment of his pension benefits, paid a lower value than it should have and continued to take contributions from his bank account after his plan had matured. He would l... (5 pages)View decision -
Decision Reference DRN-4376661
19 Feb 2024 Leeds Building Society UpheldMortgagesDRN-4376661 The complaint Mrs S complains that the mortgage application she made with Leeds Building Society was declined. She said a loan was approved for £62,750 and after asking for an extension to be made to the mortgage offer, she was told a new application had to be submitted – only ... (3 pages)View decision
