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 121876 results
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Decision Reference DRN-3953113
20 Jul 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3953113 The complaint Mr B complains that Pi Financial Limited trading as Diversify Financial Services (“Pi Financial”) wrongly advised him to transfer the value of his existing Personal Pension Plan (“PPP”) to a new Self-Invested Personal Pension (“SIPP”) and use an advisory investmen... (10 pages)View decision -
Decision Reference DRN-4190139
20 Jul 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4190139 The complaint Mrs W has complained about the administration and performance of her pension held with Scottish Widows Limited (Scottish Widows). Following Mrs W’s request to amend her retirement date, the underlying investment funds held within the pension were changed in line w... (7 pages)View decision -
Decision Reference DRN-3830068
20 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3830068 The complaint Mr B complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result. What happened Mr B was contacted by an individual online who said they... (5 pages)View decision -
Decision Reference DRN-3987335
20 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3987335 The complaint Mrs S complains that Santander UK Plc did not raise a chargeback dispute about her debit card purchase of drain repairing services. What happened In August 2022 Mrs S paid a third party to repair her drains. She paid about £4,800 with her Santander debit card. The... (2 pages)View decision -
Decision Reference DRN-4258150
20 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4258150 The complaint Mr O, in conjunction with his representative, has previously complained about advice given by Aviva Life & Pensions UK Limited (Aviva) trading as Colonial Mutual, to purchase a Free- Standing Additional Voluntary Contribution (FSAVC) plan. This complaint has b... (6 pages)View decision -
Decision Reference DRN-4232680
20 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4232680 The complaint Miss P complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. This decision only covers Miss P’s complai... (5 pages)View decision -
Decision Reference DRN-4107469
20 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4107469 The complaint Mr P has complained that Santander UK Plc (“Santander”) wrongly allowed his ex-partner to withdraw money from a joint savings account. What happened Mr P had a joint savings account with his ex-partner. He contacted Santander as he was having a dispute with his ex... (2 pages)View decision -
Decision Reference DRN-4190190
20 Jul 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4190190 The complaint Mr W has two main areas of complaint with The Royal London Mutual Insurance Society Limited (Royal London). Firstly, Mr W has stated his pension should have had a drawdown facility set up from its inception in 2011. In 2022, when trying to access the pension, Mr W... (4 pages)View decision -
Decision Reference DRN-4107669
20 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4107669 The complaint A business, which I’ll refer to as ‘T’, is unhappy that National Westminster Bank Plc (“NatWest”) still consider one of the business partners who left the business to be jointly and severally liable for a Bounce Back Loan (“BBL”) balance. This complaint is brough ... (3 pages)View decision -
Decision Reference DRN-4218090
20 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4218090 The complaint Mr and Mrs G are unhappy with how Royal & Sun Alliance Insurance Limited dealt with a claim they made on a home emergency insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (1 page)View decision
