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 121074 results
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Decision Reference DRN-4331594
12 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4331594 The complaint Mr M complains about poor service and communication from The Prudential Assurance Company Limited (Prudential) when he tried to transfer his pension policy into a drawdown policy. What happened Mr M said he had poor service and communication from Prudential about ... (5 pages)View decision -
Decision Reference DRN-3583145
12 Sep 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3583145 The complaint Mr W complains about the advice given by Cambrian Associates Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this... (12 pages)View decision -
Decision Reference DRN-4289345
12 Sep 2023 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-4289345 The complaint Mrs D is unhappy because The Royal London Mutual Insurance Society Limited declined a claim she made on her critical illness plan. What happened Mrs D had a critical illness plan linked to her mortgage. In 2021 she made a claim for Total and Permanent Disability (... (2 pages)View decision -
Decision Reference DRN-4075597
12 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4075597 The complaint Miss C complains that Revolut Ltd won’t refund money she lost after falling victim to a scam. What happened In November 2022, Miss C received a phone call she believed came from a financial institution who I’ll refer to as S. S told Miss C that her account was com... (5 pages)View decision -
Decision Reference DRN-4197391
12 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4197391 The complaint Miss B complains about how PayPal (Europe) Sarl et Cie SCA (“PayPal”) handled a fraud claim. What happened In July 2022, Miss B was selling a drone through an online marketplace. She was contacted by someone interested in purchasing the drone and they agreed on a ... (2 pages)View decision -
Decision Reference DRN-3975381
11 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3975381 The complaint Mr L complains that Barclays Bank UK PLC unfairly removed his overdraft facility. What happened Mr L says he has been a Barclays customer for some years and had an overdraft facility on his account. He says Barclays removed the facility unfairly and without any di... (2 pages)View decision -
Decision Reference DRN-4343932
11 Sep 2023 JN Bank UK Ltd UpheldBanking and PaymentsDRN-4343932 The complaint Mr C complained about JN Bank UK Ltd’s delays and broken promise in setting up a savings bond. He wants the interest backdated to his application and for the full 12-month term and compensation for the trouble and distress he has been caused. What happened I set o... (4 pages)View decision -
Decision Reference DRN-4258948
11 Sep 2023 NewDay Ltd UpheldConsumer CreditDRN-4258948 The complaint Miss H complains that she’s being pursued for a loan taken out with NewDay Ltd (“NewDay”) that she didn’t apply for or use. What happened Miss H has explained to us that she was previously in a coercive relationship in which her ex-partner had full financial contr... (3 pages)View decision -
Decision Reference DRN-4008141
11 Sep 2023 AB Vision Financial Ltd UpheldPensions and AnnuitiesDRN-4008141 The complaint Mr T complains that he was given unsuitable advice by AB Vision Financial Ltd (‘ABV’) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) to a personal pension. What happened In March 2016, Tata Steel UK Ltd announced that it wo... (5 pages)View decision -
Decision Reference DRN-4178143
11 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4178143 The complaint Mr P has complained about the quality of a scooter he acquired through a finance agreement with Close Brothers Limited, trading as Close Brothers Motor Finance. What happened In November 2021, Mr P entered into a finance agreement for a scooter. He paid a deposit ... (3 pages)View decision
