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 119923 results
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Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision -
Decision Reference DRN-3722146
16 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3722146 The complaint Miss H complains about the service received from Barclays Bank UK PLC when trying to transfer funds to a third-party. What happened In July 2022, Miss H attempted to make a transfer from her mobile banking app for £1,500. The payment was for Miss H’s late partner’... (4 pages)View decision -
Decision Reference DRN-3842158
16 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3842158 The complaint Mrs P has complained about the problems she experienced when trying to access her ISA account which had been transferred to ITI Capital Limited (‘ITI’) from a previous business. Mrs P experienced delays and frustration in trying to transfer her ISA account away fr... (8 pages)View decision -
Decision Reference DRN-3062744
16 Dec 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3062744 The complaint Mr M through a professional representative complains that The Royal London Mutual Insurance Society Limited (Royal London) gave him unsuitable advice to transfer his Occupational Pension Scheme (OPS) into a Personal Pension with it. What happened Mr M was advised ... (5 pages)View decision -
Decision Reference DRN-3648143
16 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3648143 The complaint Mr C is unhappy with the poor customer service he received from ReAssure Limited and the delays they caused when he wanted to access pension benefits. What happened Mr C contacted ReAssure in October 2020 to encash his pension policy. He wanted to receive half of ... (3 pages)View decision -
Decision Reference DRN-3753754
16 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3753754 The complaint Miss W complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMW) misrepresented the car they supplied her with. What happened In October 2021 Miss W acquired a used car through a hire purchase agreement with BMW. Shortly after ... (4 pages)View decision -
Decision Reference DRN-3693305
16 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3693305 The complaint Mr T complains that HSBC UK Bank Plc won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and bas... (5 pages)View decision -
Decision Reference DRN-3838938
16 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3838938 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) declined to meet his claim for a refund in respect of a property reservation fee he paid for using his credit card. What happened Mr A had an agreement with a company I’ll call E to provide a bespoke property sourcing s... (4 pages)View decision -
Decision Reference DRN-3862206
16 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3862206 The complaint Ms E complains that Metro Bank PLC (Metro Bank) set up an instant access account rather than a fixed rate Cash ISA leading to an estimated £400 loss of interest. She would like the interest added to the account. She would also like Metro Bank to review its complai... (3 pages)View decision -
Decision Reference DRN-3861909
16 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3861909 The complaint Mr D complains that Punter Southall SIPP Limited, which at the time of his complaint traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting his application for a Self-Invested Personal Pension (SIPP) in 2010. He says it didn’t carry ... (17 pages)View decision
