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 121115 results
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Decision Reference DRN-3982326
22 Feb 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3982326 The complaint A trustee of D, a self-invested personal pension (SIPP), complains that poor customer service by The Royal Bank of Scotland Plc prevented D from benefiting from RBS’ incentivised bank account switching scheme. This complaint has been referred to us by Miss H, a re... (5 pages)View decision -
Decision Reference DRN-3907650
22 Feb 2023 Think Money Limited UpheldBanking and PaymentsDRN-3907650 Complaint Mr F is unhappy that Think Money Limited didn’t do more to protect him when he fell victim to a scam. Background The facts of this complaint are well known to both parties and so I don’t intend to set them out comprehensively. In 2021, Mr F fell victim to a romance sc... (3 pages)View decision -
Decision Reference DRN-3977094
22 Feb 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3977094 The complaint Miss R complains that a default was unfairly put on her credit file by Santander UK Plc (Santander). She says Santander withdrew its offer of an arrangement to pay off her current account’s overdraft debt in an affordable way due to an unnotified policy change. Wh... (3 pages)View decision -
Decision Reference DRN-3944557
22 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3944557 The complaint Mr L complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Mr L says he was cold-call... (44 pages)View decision -
Decision Reference DRN-3769809
22 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3769809 The complaint Mr B complains to Gallium Fund Solutions Limited that he was mis sold a 3 Year Fixed Monthly Income IFISA Bond in July 2017. He says that he was not made aware when he invested that his funds would be lent to one business and not diversified to spread the risk. Wh... (5 pages)View decision -
Decision Reference DRN-3981636
22 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3981636 The complaint Mr B complains about the way U K Insurance Limited (“UKI”) responded to a claim on his home emergency cover. References to UKI include it, and its agents. And as Mr B is represented by his wife, Mrs C, for ease, I’ll refer to Mr B and Mrs C’s actions collectively ... (3 pages)View decision -
Decision Reference DRN-3981200
22 Feb 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3981200 The complaint Mr C complains about Assurant General Insurance’s Limited’s handling of a claim made under his gadget insurance after he lost his mobile phone. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here.... (4 pages)View decision -
Decision Reference DRN-3977671
22 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3977671 The complaint Mr and Mrs T complain they were victims of an investment scam and that Barclays Bank UK PLC didn’t do enough to protect that from happening or to help them get their money back. What happened Mr and Mrs T were looking for investment opportunities and came into con... (5 pages)View decision -
Decision Reference DRN-3981858
22 Feb 2023 Klarna Bank AB (publ) UpheldBanking and PaymentsDRN-3981858 The complaint Mr D complains that Klarna Bank AB (publ) (“Klarna Bank”) changed the repayment options on his Klarna Bank card in 2022, so that he could not use a credit card to make repayments. What happened Mr D applied and was accepted for a Klarna Bank card to use for his p... (3 pages)View decision -
Decision Reference DRN-3907957
22 Feb 2023 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-3907957 The complaint Mr B complains that Financial Administration Services Limited (trading as Fidelity) has acted unfairly in arranging the sale of some of his pension investments without his agreement. What happened I issued a provisional decision on this complaint in December 2022.... (7 pages)View decision
