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 121479 results
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Decision Reference DRN-3813789
10 Oct 2023 Michael James UpheldPensions and AnnuitiesDRN-3813789 The complaint Mr T complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Michael James trading as West Country Financial is responsible for answering this complaint a... (12 pages)View decision -
Decision Reference DRN-4046190
10 Oct 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4046190 The complaint Mr E complains about Shawbrook Bank Limited’s response to a claim he made under Section 75 of the Consumer Credit Act 1974 (“the Act”). What happened Mr E purchased a solar panel system (“the system”) in 2016 using a fixed sum loan agreement with Shawbrook. In 202... (3 pages)View decision -
Decision Reference DRN-4321677
10 Oct 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-4321677 The complaint Mr and Mrs L complain that Kensington Mortgage Company Limited wouldn’t allow them to take a new fixed interest rate on their mortgage. What happened Mr and Mrs L had a mortgage with Kensington – during the course of this complaint, it’s been transferred to a new ... (5 pages)View decision -
Decision Reference DRN-4381893
10 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4381893 The complaint Mr B complains that Barclays Bank UK PLC didn’t close his Barclaycard account and that this resulted in adverse information being recorded on his credit file. What happened Mr B closed his accounts with Barclays in May 2021, but Barclays didn’t close Mr B’s Barcla... (3 pages)View decision -
Decision Reference DRN-4389203
10 Oct 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4389203 The complaint Mr R complains that Phoenix Life Limited (Phoenix), his personal pension provider, caused delays to the payment of his pension funds. What happened Mr R first contacted Phoenix on 20 February 2023 to claim the benefits from two small pension policies held with it.... (4 pages)View decision -
Decision Reference DRN-4324280
10 Oct 2023 Xbridge Limited UpheldInsuranceDRN-4324280 The complaint E, a limited company, says Xbridge Limited (trading as Simply Business) didn’t tell it about changes to its legal expenses insurance policy when this renewed in 2021. What happened E is a business which leases properties from landlords and lets them out. It has le... (3 pages)View decision -
Decision Reference DRN-4381524
10 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4381524 The complaint Mr S complains that Santander UK Plc provided him with poor customer service regarding a block on his account. What happened Mr S rang Santander as his account was blocked. He said that he felt he was being mocked on the call, the call handler told him she didn’t ... (3 pages)View decision -
Decision Reference DRN-4273531
10 Oct 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4273531 The complaint Mr C complains Lloyds Bank plc (Lloyds) failed to send him his closing bank account statements and when he complained about this, he was threatened by a member of staff. What happened Mr C says he contacted Lloyds in April 2023, as he hadn’t received his closing b... (3 pages)View decision -
Decision Reference DRN-4354504
10 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4354504 The complaint Miss T is unhappy with the service provided by Royal & Sun Alliance Insurance Limited trading as More Th>n (RSA) following a claim made on her home emergency policy. RSA are the underwriters of this policy. Part of this complaint concerns the actions of thi... (5 pages)View decision -
Decision Reference DRN-4003250
10 Oct 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-4003250 The complaint Mrs M complains that Bank of Ireland (UK) Plc (BoI) caused delay in her taking a new interest rate on her mortgage. What happened Mrs M has a mortgage with BoI. Sadly her property was very badly damaged in a fire. It was then rebuilt following an insurance claim. ... (2 pages)View decision
