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 118878 results
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Decision Reference DRN-3270689
9 Dec 2022 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-3270689 The complaint Mr G complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Vision Independent Financial Planning Limited is responsible for answering this complaint and so to keep thing... (11 pages)View decision -
Decision Reference DRN-3798974
9 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3798974 The complaint Mr B and Miss K are unhappy Covea Insurance plc didn’t renew their pet insurance policy. What happened Mr B and Miss K took out pet insurance in 2018 through a business which Covea is responsible for (all references to Covea include its agents). The policy covered... (5 pages)View decision -
Decision Reference DRN-3688178
9 Dec 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3688178 The complaint Mr P complains that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”) didn’t pursue a chargeback claim for him and that they were unreasonable not to fully uphold a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). Wh... (3 pages)View decision -
Decision Reference DRN-3845851
9 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3845851 The complaint Mr D complains that Metro Bank PLC unfairly lodged a fraud marker against him and then closed his account. What happened What Mr D says Mr D opened a personal account with Metro which he intended for mainly business use. He explained that he told Metro staff the r... (5 pages)View decision -
Decision Reference DRN-3849510
9 Dec 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3849510 The complaint Through her representative, Mrs H raised various complaints about the way that Barclays Bank UK PLC, trading as Barclays Smart Investor, formerly Barclays Stockbrokers Ltd (“Barclays”) handled her portfolio, in particular when it was on notice of a corporate actio... (8 pages)View decision -
Decision Reference DRN-3651535
9 Dec 2022 Bank of Scotland Plc UpheldMortgagesDRN-3651535 The complaint Miss H and Mr R complain that they were misled by Bank of Scotland plc trading as Halifax to believe that they would be able to get a much higher mortgage than they in fact were able to get. As a result, they sold their home, had to pay an early repayment charge (... (3 pages)View decision -
Decision Reference DRN-3787097
9 Dec 2022 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3787097 The complaint Mr W complains about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer the benefits from his deferred defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has... (9 pages)View decision -
Decision Reference DRN-3850438
9 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3850438 The complaint Mrs C complains that Barclays Bank UK PLC have provided her poor customer service on multiple occasions. What happened Mrs C says that Barclays have been virtually ignoring her since they closed her husband’s account in summer 2020. She is a Barclays Premier custo... (6 pages)View decision -
Decision Reference DRN-3848512
9 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3848512 The complaint Mr and Mrs S complain that when they moved house, Santander UK Plc wouldn’t agree to grant them a new mortgage in both their names, but with only Mrs S named on the deeds, although it had agreed to their previous property being held in this way. What happened Mr a... (4 pages)View decision -
Decision Reference DRN-3850440
9 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3850440 The complaint Mr and Mrs M are unhappy that AXA PPP Healthcare Limited (AXA) didn’t make them aware of an offer to cancel and receive a pro-rata refund of the premium they’d paid for their travel insurance policy in or around June 2020. They’re also unhappy that when they conta... (6 pages)View decision
