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-4035855
23 Nov 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4035855 The complaint Mr G has complained that Ikano Bank AB (publ) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr G bought solar panels for his home in 2017. The purchase was funded by a loan from Ikano, and that business is therefore ... (4 pages)View decision -
Decision Reference DRN-4392241
23 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4392241 The complaint Mr and Mrs W complain about AXA Insurance UK Plc’s handling of a claim they made under their home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is account... (5 pages)View decision -
Decision Reference DRN-4286048
23 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4286048 The complaint Ms N and Mr N complain that Barclays Bank UK PLC failed to treat them fairly when they attempted to make changes to their mortgage which resulted in them losing out on an interest rate. What happened The background of this complaint was set out by our investigator... (5 pages)View decision -
Decision Reference DRN-4389684
23 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4389684 The complaint Mr S and Ms C complain about how AXA Insurance Plc dealt with a claim for subsidence on their home insurance policy. What happened Mr S and Ms C claimed on their home insurance for subsidence at the front of their property. AXA reviewed the claim and discovered th... (2 pages)View decision -
Decision Reference DRN-4069502
23 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4069502 The complaint Mr W 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 2012, Mr W says a friend recommended t... (42 pages)View decision -
Decision Reference DRN-4367271
23 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4367271 The complaint Mr and Mrs D complain that a payment they wanted to make for an investment was blocked by HSBC UK Bank Plc and about what they felt was intrusive questioning of both of them before the payment was released. What happened In November 2022, Mr and Mrs D attempted to... (3 pages)View decision -
Decision Reference DRN-4468691
23 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4468691 The complaint Mr B complains about the advice given by Tuto Money Limited (Tuto) 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. ... (7 pages)View decision -
Decision Reference DRN-3756713
23 Nov 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3756713 The complaint Mrs G has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mrs G transferred monies from three existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performe... (44 pages)View decision -
Decision Reference DRN-4473664
23 Nov 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4473664 The complaint Miss W is complaining about Moneybarn No.1 Limited (Moneybarn). She says they shouldn’t have lent to her as the loan was unaffordable. Miss M’s complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with her.... (4 pages)View decision -
Decision Reference DRN-4473364
23 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4473364 The complaint Mrs R complains Santander UK Plc blocked an incoming payment in February 2022. She would like compensation for the time she didn’t have access to her funds. What happened The facts which led to Mrs R bringing her complaint to our service are well known to both par... (5 pages)View decision
