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-4610792
16 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4610792 The complaint Mr E complains about the amount U K Insurance Limited trading as Churchill Insurance (UKI) paid him following a claim on his motor insurance policy. Reference to UKI includes its agents. What happened Mr E holds a motor insurance policy with UKI. When his car was ... (3 pages)View decision -
Decision Reference DRN-4365879
16 Feb 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4365879 The complaint Mr M is unhappy with Phoenix Life Ltd, believing they’ve deducted too much tax on a pension shortfall payment made to him, following their earlier mistake in transferring an incorrect sum to a new pension provider. What happened Mr M had a pension policy with Phoe... (5 pages)View decision -
Decision Reference DRN-4598248
16 Feb 2024 Experian Limited UpheldConsumer CreditDRN-4598248 The complaint Miss E complains about Experian Limited reporting an incorrect address on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In August 2023 Miss E reviewed her credit file wit... (3 pages)View decision -
Decision Reference DRN-4573511
16 Feb 2024 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-4573511 The complaint Mr V through a professional representative complains about the advice given by AFH Independent Financial Services Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a drawdown arrangement. They say the advice was unsuit... (7 pages)View decision -
Decision Reference DRN-4625309
16 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4625309 The complaint Miss S complains that Santander UK Plc closed her account, restricted her funds and loaded a late payment marker on her credit file. She’d like compensation for the impact and the marker removed. What happened Miss S had an account with Santander. On 22 December 2... (4 pages)View decision -
Decision Reference DRN-4517090
16 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4517090 The complaint Mr and Mrs W are unhappy with the settlement esure Insurance Limited offered for their storm damage claim. Mr and Mrs W jointly held buildings insurance underwritten by esure. For ease of reading, I’ll refer only to Mr W throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-4325550
16 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4325550 The complaint Mr B is unhappy that National Westminster Bank Plc (“NatWest”) will not refund the money he lost as the result of a scam. Mr B has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr B throughout this decision. What ha... (6 pages)View decision -
Decision Reference DRN-4627363
16 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4627363 The complaint Mr N complains that Fairmead Insurance Limited (Fairmead) declined a claim made under his landlord’s property insurance policy. Where I’ve referred to Fairmead, this also includes any actions or communication by agents acting on their behalf. What happened Mr N ow... (5 pages)View decision -
Decision Reference DRN-4620477
16 Feb 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4620477 The complaint Mr K complains about the advice Sesame Limited 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 caused a financial loss. Professi... (4 pages)View decision -
Decision Reference DRN-4243096
16 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4243096 The complaint Mr C complains that Nationwide won’t refund him after he was the victim of a ‘safe account’ scam. What happened Mr C holds accounts with Nationwide. On 14 March 2022, his wife received a call purportedly from Nationwide’s security team. She was told that their acc... (5 pages)View decision
