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 125363 results
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Decision Reference DRN-4611780
9 Feb 2024 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4611780 The complaint Mr H complains that James Hay Administration Company Ltd (‘James Hay’) failed to process his application to take benefits from his pension. He says that delay meant that he had to take a loan and incur interest as a consequence. What happened Mr H had a pension wi... (4 pages)View decision -
Decision Reference DRN-4568062
9 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4568062 The complaint Mrs Q and Mr U complain Barclays Bank UK PLC (“Barclays”) has failed to rectify their credit files by removing adverse information from them. Mrs Q and Mr U add that Barclays has unfairly charged them fees for its tech insurance and that Mr U has been taken off th... (4 pages)View decision -
Decision Reference DRN-4588765
9 Feb 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4588765 The complaint Mr D complains that he was given unsuitable advice by David Stock & Co Limited (‘DSC’) to transfer the benefits from his defined benefit (‘DB’) scheme with British Steel (‘BSPS’) to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable f... (6 pages)View decision -
Decision Reference DRN-4581461
9 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4581461 The complaint Mrs M has complained about the way U K Insurance Limited trading as Prudential Home Insurance (UKI) dealt with a claim she made under her home insurance policy. Mrs M is being represented by a Loss Adjuster who I will call ‘B’ for ease in my decision. What happene... (3 pages)View decision -
Decision Reference DRN-4552382
9 Feb 2024 Wakam UpheldInsuranceDRN-4552382 The complaint Mr and Ms E complain about the decision by Wakam to turn down their accidental damage claim made under their buildings insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll fo... (2 pages)View decision -
Decision Reference DRN-4609365
9 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4609365 The complaint Mrs M and Mr M complain Santander UK Plc declined their application to port their mortgage to a new property. What happened Mrs M and Mr M had a mortgage with Santander that was secured over their residential property. They benefited from a seven-year fixed intere... (5 pages)View decision -
Decision Reference DRN-4611531
9 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4611531 The complaint Mr S complains on behalf of his company, I’ll call R, that Santander UK Plc restricted access to R’s account. He’d like then funds released to him. What happened Mr S has business account with Santander for his business, which I’ll call R. In 2018 R’s account was ... (3 pages)View decision -
Decision Reference DRN-4611567
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4611567 The complaint Mr F, Miss M and Mr and Mrs S are unhappy because they say Aviva Insurance Limited hasn’t offered a fair refund of the premium paid for a single trip travel insurance policy when they were unable to travel abroad to their intended destination. That was due to trav... (5 pages)View decision -
Decision Reference DRN-4563446
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4563446 The complaint Miss S has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim she made under the buildings insurance policy which covers her property. What happened Miss S’s property is covered by an “all risks” buildings insurance policy in the name of a ho... (2 pages)View decision -
Decision Reference DRN-4398245
9 Feb 2024 Capital Home Loans Limited UpheldMortgagesDRN-4398245 The complaint Mr and Mrs H’s complaint relates to two buy-to-let mortgages they had with Capital Home Loans Limited trading as CHL Mortgages. They are unhappy with how CHL dealt with them after the mortgage terms ended and that it unnecessarily sold one of the properties, which... (6 pages)View decision
