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 125716 results
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Decision Reference DRN-4360435
29 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4360435 The complaint Mr N complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) shouldn’t have accepted a transfer of his defined benefits in an occupational pension scheme into a self-invested personal pension (‘SIPP’) on the instruction of a third p... (43 pages)View decision -
Decision Reference DRN-4204817
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4204817 The complaint Mr A complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. Mr A is represented by a claims management company I’ll call R. What happened I issued a provisional decision (PD) for this complaint on 6 September 2023. In it I se... (6 pages)View decision -
Decision Reference DRN-4366636
29 Sep 2023 Next Retail Limited UpheldConsumer CreditDRN-4366636 The complaint Ms A complains about Next Retail Limited’s refusal to recredit the value of a purchase she made, as well as an associated investigation charge, using her running account credit facility. What happened Ms A used her running account credit account to both purchase a... (3 pages)View decision -
Decision Reference DRN-4344886
29 Sep 2023 Sainsbury's Bank Plc UpheldInsuranceDRN-4344886 The complaint Ms D and Mr W complain about the service they received from Sainsbury’s Bank Plc, whilst it was administering their home insurance policy. Ms D and Mr W are joint policyholders. As most of the communication relating to the complaint has been from Ms D, I’ll refer ... (3 pages)View decision -
Decision Reference DRN-4258861
29 Sep 2023 ITI Capital Limited UpheldInvestmentsDRN-4258861 The complaint Mr S complains that ITI Capital Limited has failed to provide him with a share certificate for delisted shares he holds on its platform, despite having promised to do so. Mr S is represented in this matter by Mrs S. What happened Mr S holds shares in a delisted AI... (2 pages)View decision -
Decision Reference DRN-4258859
29 Sep 2023 ITI Capital Limited UpheldInvestmentsDRN-4258859 The complaint Mr S complains that ITI Capital Limited has failed to provide him with a share certificate for delisted shares he holds on its platform, despite having promised to do so. Mr S is represented in this matter by Mrs S. What happened Mr S holds shares in a delisted AI... (2 pages)View decision -
Decision Reference DRN-4184711
29 Sep 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4184711 The complaint Mr and Mrs C have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under the Consumer Credit Act 1974. What happened Mr and Mrs C bought a solar panel system (“the system”) for their home in 2013. The purchase was funded by a lo... (3 pages)View decision -
Decision Reference DRN-3686490
29 Sep 2023 Grove Pension Solutions Limited UpheldPensions and AnnuitiesDRN-3686490 The complaint Mr H has complained that Grove Pension Solutions Limited gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened The invest... (15 pages)View decision -
Decision Reference DRN-4125079
29 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4125079 The complaint Mr M complains Barclays Bank UK PLC went back on an agreement to let him switch to a new fixed interest rate product on his mortgage after his partner had passed away. What happened In 2021 Mr M and his late partner took out a residential mortgage of around £320,0... (4 pages)View decision -
Decision Reference DRN-4344280
29 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4344280 The complaint Mrs W complains that West Bay Insurance Plc trading as Zenith Insurance (‘West Bay’) unfairly deducted a second excess when she made a claim under her pet insurance policy. What happened In 2022 Mrs W’s dog was treated for allergies. Mr W made a claim for the vet’... (2 pages)View decision
