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 119791 results
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Decision Reference DRN-4131400
16 May 2023 Nelson Insurance Company Ltd UpheldInsuranceDRN-4131400 The complaint X complains about how Nelson Insurance Company Limited (“Nelson”) has handled a claim under his motor insurance policy. When I refer to Nelson I also mean its suppliers and claims investigators. What happened X had a motor insurance policy with Nelson covering his... (3 pages)View decision -
Decision Reference DRN-3788764
16 May 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-3788764 The complaint Mr C complains that Interactive Investor Services Limited took too long to release funds held in his account back to him. He is also unhappy about the service he received trying to sort things out. Mr C says this made things difficult for him financially. What hap... (3 pages)View decision -
Decision Reference DRN-3920952
16 May 2023 BCS CREDIT LTD UpheldConsumer CreditDRN-3920952 The complaint Mrs M complains that BCS CREDIT LTD (BCS) failed to settle a finance agreement for a car she part exchanged with them. Mrs M says her credit file has been affected as a result. What happened In April 2022, Mrs M acquired a used car through a hire purchase agreemen... (3 pages)View decision -
Decision Reference DRN-4076178
16 May 2023 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4076178 The complaint Mr and Mrs Z complain about how Scottish Friendly Assurance Society Limited administered their whole of life policy when a review was missed. What happened In early 2023 Scottish Friendly wrote to Mr and Mrs Z saying there had been an issue with their whole of lif... (2 pages)View decision -
Decision Reference DRN-4092269
16 May 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4092269 The complaint Mr M complains that Phoenix Life Limited (Phoenix) would not let him take out an annuity with his pension monies as he did not live in the United Kingdom. What happened Mr M said he completed all the forms to take his pension as tax free cash and the remainder as ... (7 pages)View decision -
Decision Reference DRN-4088005
16 May 2023 Mulberry Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4088005 The complaint Mr A complains about the advice given by Mulberry Independent Financial Advisers Ltd (Mulberry) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for... (8 pages)View decision -
Decision Reference DRN-3677759
16 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3677759 The complaint Mr S complains that Starling Bank Limited won’t reimburse the money he lost when he fell victim to a bank impersonation scam. What happened Mr S received a text message saying he needed to apply for an NHS Covid pass or risk a fine. He remembers filling in his det... (5 pages)View decision -
Decision Reference DRN-4124712
16 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4124712 The complaint A limited company, which I’ll refer to as ‘B’, is unhappy that Lloyds Bank PLC didn’t send correspondence about its Bounce Back Loan (“BBL”) to the correct address, which meant B wasn’t notified that its BBL was in arrears before it was defaulted. B’s complaint is... (4 pages)View decision -
Decision Reference DRN-4084094
16 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4084094 The complaint Mr S complains that NewDay Ltd (“NewDay”) irresponsibly granted him two credit accounts that he says he couldn’t afford to repay. What happened Mr S entered into agreements with NewDay to have access to credit with two separate credit card accounts. The first, an ... (4 pages)View decision -
Decision Reference DRN-4125075
16 May 2023 National Westminster Bank Plc UpheldMortgagesDRN-4125075 The complaint Mr Y complains that National Westminster Bank Plc withdrew a mortgage offer it had made to him. He said the amount he wanted to borrow was affordable for him, and as interest rates went up in the meantime, he’d ended up paying much more to get a mortgage elsewhere... (6 pages)View decision
