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 125399 results
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Decision Reference DRN-4344783
14 Sep 2023 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-4344783 The complaint Mr C complained about the service provided by RBS Collective Investment Funds Limited (RBSCIFL) which he said unfairly delayed a withdrawal from his matured child trust fund, resulting in investment loss. He didn’t feel the compensation offered by RBSCIFL reflecte... (5 pages)View decision -
Decision Reference DRN-4342371
14 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4342371 The complaint A limited company, which I’ll refer to as ‘P’, is unhappy with several aspects of the service it received from Barclays Bank UK PLC, including surrounding the defaulting of its accounts. P’s complaint is brought to this service by its director, whom I’ll refer to ... (6 pages)View decision -
Decision Reference DRN-4258703
14 Sep 2023 One Call Insurance Services Limited UpheldInsuranceDRN-4258703 The complaint Mr H complains about One Call Insurance Services Limited referring him to an accident management company when he called to claim on his car insurance policy. What happened Mr H was involved in an accident in his car with a third party, so he called the claims numb... (4 pages)View decision -
Decision Reference DRN-4307340
14 Sep 2023 HDI Global Specialty SE UpheldInsuranceDRN-4307340 The complaint Mr S has complained that HDI Global Specialty SE (HDI) has declined his claim for the cost of veterinary treatment for his dog on the basis that it was for a condition that was existing prior to the policy being taken out. What happened Mr S’s dog, who I’ll refer ... (4 pages)View decision -
Decision Reference DRN-4349594
14 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4349594 The complaint Mr R and Ms L complain that Santander UK Plc froze their joint accounts even though Mr R had answered Santander’s questions. I’ve just referred to Mr R here as Ms L is his ex-wife and although formerly named on the bank accounts, is not involved with them. What ha... (4 pages)View decision -
Decision Reference DRN-4091891
14 Sep 2023 Tavistock Partners (UK) Limited UpheldPensions and AnnuitiesDRN-4091891 The complaint Mr E has complained that Tavistock Partners (UK) Limited (TPL), trading as Abacus Associates Financial Services, didn’t complete the transfer of defined benefits from an occupational pension scheme (OPS) in a reasonable timeframe, which resulted in him receiving a... (12 pages)View decision -
Decision Reference DRN-4222423
14 Sep 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4222423 The complaint Mr P complains about how Sainsbury’s Bank Plc dealt with an account security issue. What happened Mr P says in July 2022 he had fraud concerns about his credit card account. He says his password was reset but Sainsbury’s recorded it incorrectly which meant he fail... (2 pages)View decision -
Decision Reference DRN-4269848
14 Sep 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4269848 The complaint Mr B complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited, who I’ll call “Moneybarn”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (3 pages)View decision -
Decision Reference DRN-4222779
14 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4222779 The complaint Mr and Mrs H complain about Aviva Insurance Limited’s (Aviva) handling of their claim following damage caused by a storm under their home buildings insurance policy. I’ll refer to Mr H in my decision for ease. What happened In February 2022 a storm damaged the roo... (4 pages)View decision -
Decision Reference DRN-3564068
14 Sep 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3564068 The complaint Mr T 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 2017. Mulberry Wealth Management Limited is responsible for answering this complaint and so to keep... (12 pages)View decision
