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-4225242
29 Sep 2023 Hey Habito Ltd UpheldMortgagesDRN-4225242 The complaint Mr M complains about a re-mortgage application he made through Hey Habito Ltd. He says that due to errors and omissions on Habito’s part, he lost out on a low interest rate and will pay more over the next five years. He says the matter has caused him significant w... (6 pages)View decision -
Decision Reference DRN-3955512
29 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3955512 The complaint Mr Y complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (43 pages)View decision -
Decision Reference DRN-4375239
29 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4375239 The complaint Mr C complains about the apology and explanation offered to him by The Co-operative Bank Plc (“Co-op”) after he complained about a number of customer service failings. What happened Mr C was planning a trip abroad and so he called his bank, Co-op, to let them know... (3 pages)View decision -
Decision Reference DRN-3696034
29 Sep 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3696034 The complaint Mr F complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. NTM Financial Services Ltd is responsible for answering this complaint and so to keep things ... (12 pages)View decision -
Decision Reference DRN-4363540
29 Sep 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4363540 The complaint Mr G complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments were not able to proc... (4 pages)View decision -
Decision Reference DRN-3965764
29 Sep 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3965764 The complaint Mr C has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under the Consumer Credit Act 1974. What happened Mr C bought a solar panel system (“the system”) for his home in 2014. The purchase was funded by a loan from Shawbrook, an... (4 pages)View decision -
Decision Reference DRN-4356193
29 Sep 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4356193 The complaint Mrs B complains that Mercedes-Benz Financial Services UK Limited (Mercedes) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In May 2022 Mrs B acquired a vehicle financed by a hire purchase agreement from Mercede... (3 pages)View decision -
Decision Reference DRN-4294927
29 Sep 2023 Bank House Consultants Ltd UpheldInvestmentsDRN-4294927 The complaint Mr H complains about investment advice he received from Bank House Consultants Ltd. He thinks the advice was unsuitable for his circumstances as it didn’t match his attitude to risk. What happened Mr H was an advisory client of BH. In May 2020 their advisor recomm... (7 pages)View decision -
Decision Reference DRN-4361652
29 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4361652 The complaint Ms C complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim for the theft of her car under her motor insurance policy. What happened Ms C had a motor insurance policy with Admiral. Her car was stolen from outside her house in August... (3 pages)View decision -
Decision Reference DRN-4373477
29 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4373477 The complaint Mr M complains that AXA Insurance UK Plc declined his claim for subsidence on his home insurance policy. Mr M has been represented throughout this claim and complaint. However for ease I’ve referred only to Mr M, but all references include the actions of his repre... (4 pages)View decision
