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-3175859
14 Dec 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3175859 The complaint Mr S complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it acted in breach of its duties towards him by accepting business from the business who ... (43 pages)View decision -
Decision Reference DRN-3854236
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3854236 The complaint Mr and Mrs T complain that QIC Europe Ltd (“QIC”) have unfairly handled a subsidence claim made under their buildings insurance policy. Any reference to Mr and Mrs T, or QIC includes respective agents or representatives. What happened The background to this compla... (2 pages)View decision -
Decision Reference DRN-3809324
14 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3809324 The complaint Mr S complained that his claim was unfairly declined by Royal & Sun Alliance Insurance Plc (“RSA”) under his home insurance policy and he thought it was unreasonable that RSA decided to subsequently cancel his policy. What happened Mr S made a claim to RSA for... (3 pages)View decision -
Decision Reference DRN-3858453
14 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3858453 The complaint Miss M complains that Nationwide Building Society (“Nationwide”) didn’t do enough to help her retrieve money she paid to a merchant for items she didn’t receive. What happened Miss M is a customer of Nationwide. In August 2020, she purchased a fireplace and a TV c... (4 pages)View decision -
Decision Reference DRN-3858174
14 Dec 2022 Trussle Lab Ltd UpheldMortgagesDRN-3858174 The complaint Ms A and Ms C complain that Trussle Lab Ltd trading as Trussle delayed processing their mortgage application causing them to miss out on a preferential rate. What happened Ms A and Ms C spoke to a mortgage adviser at Trussle on 6 May 2022 and agreed which mortgage... (3 pages)View decision -
Decision Reference DRN-3546928
14 Dec 2022 Holborn Assets Ltd UpheldPensions and AnnuitiesDRN-3546928 The complaint Mrs R complains about the advice given by Holborn Assets Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her. She says she was told that she would get a better p... (8 pages)View decision -
Decision Reference DRN-3752730
14 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3752730 The complaint Mr T is unhappy that Barclays Bank UK PLC trading as Barclaycard have declined his application for a credit card. What happened Earlier this year, Mr T applied for a credit card but his application was declined. Barclaycard explained his current levels of borrowin... (3 pages)View decision -
Decision Reference DRN-3826087
14 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3826087 The complaint Mrs R has complained that UK Insurance Limited (‘UKI’) unfairly declined her claim for storm damage under her buildings insurance policy. For the avoidance of doubt, the term ‘UKI’ also includes its agents, surveyors and loss adjusters in this decision letter. Wha... (5 pages)View decision -
Decision Reference DRN-3836394
14 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3836394 The complaint Mr W has complained that Portal Financial Services LLP (previously known as Portafina LLP) ‘ruined’ his retirement plans by advising him to make inappropriate investments within a Transact self-invested personal pension (SIPP). What happened Portal advised Mr M to... (7 pages)View decision -
Decision Reference DRN-3858063
14 Dec 2022 Studio Retail Limited UpheldConsumer CreditDRN-3858063 The complaint and what happened Miss P complains that Studio Retail Limited (“Studio”) provided her with a catalogue shopping account that she could not afford, and then increased the limit on it. I’ve included relevant sections of my provisional decision from November 2022, wh... (3 pages)View decision
