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-4332594
7 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4332594 Complaint Mrs W is unhappy that Starling Bank Limited hasn’t reimbursed her after she fell victim to a scam. Background In November 2022, Mrs W was contacted on a social messaging app from a number she didn’t know. The sender of that message claimed to be one of Mrs W’s childre... (3 pages)View decision -
Decision Reference DRN-4334974
7 Sep 2023 Yorkshire Building Society UpheldBanking and PaymentsDRN-4334974 The complaint Mr B complains that Yorkshire Building Society (YBS) have provided him with poor customer service regarding a matured fixed rate bond. What happened Mr B says YBS staff have been unclear and unhelpful. He had a fixed rate bond which matured, and he says he wasn’t ... (3 pages)View decision -
Decision Reference DRN-4082276
7 Sep 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4082276 The complaint Mr B complains that Aviva Life & Pensions UK Limited treated him unfairly by moving the value of his pension into a Deposit Fund when he reached the policy’s normal retirement date (NRD). He says that, because Aviva didn’t make him aware of that fact, it cost ... (6 pages)View decision -
Decision Reference DRN-3628288
7 Sep 2023 Hugh James Solicitors UpheldPensions and AnnuitiesDRN-3628288 The complaint Mr D complains about the advice given by Hugh James Solicitors (‘Hugh James’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and beli... (12 pages)View decision -
Decision Reference DRN-4337233
7 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4337233 The complaint Mr and Mrs V complain about what happened when they extended their mortgage with Barclays Bank UK PLC. They wanted some extra money to build an extension, but said Barclays’ delay in paying meant they lost the builders, and were left in an unsuitable home. What ha... (5 pages)View decision -
Decision Reference DRN-4257992
7 Sep 2023 Extracover Limited UpheldInsuranceDRN-4257992 The complaint Mr N has complained about the fact that Extra Cover Limited trading as Zego sold him a commercial motor policy with a three year protected no claims discount (NCD) and then wouldn’t honour this. What happened Mr N had a rolling 30 day policy covering his vehicle f... (2 pages)View decision -
Decision Reference DRN-3773233
7 Sep 2023 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3773233 The complaint Mr E 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... (11 pages)View decision -
Decision Reference DRN-3655151
7 Sep 2023 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-3655151 The complaint Mr B complains about the advice given by KBFS Financial Limited (‘KBFS’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes ... (13 pages)View decision -
Decision Reference DRN-4333531
7 Sep 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4333531 The complaint Miss C has complained about Skyfire Insurance Company Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. For ease of reading any reference to Skyfire includes its agents. What happened Miss C was involved in what she bel... (2 pages)View decision -
Decision Reference DRN-4243745
7 Sep 2023 Go Car Credit Limited UpheldConsumer CreditDRN-4243745 The complaint Ms M is unhappy that a car supplied to her under a hire purchase agreement with Go Car Credit Limited (‘GCC’) was of an unsatisfactory quality. What happened In February 2022, Ms M was supplied with a used car through a hire purchase agreement with GCC. She paid a... (5 pages)View decision
