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 121876 results
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Decision Reference DRN-3587916
7 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3587916 The complaint Mr R complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. DC Financial Limited is responsible for answering this complaint and so to keep things consistent, I’ll refer ... (10 pages)View decision -
Decision Reference DRN-3951600
7 Feb 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3951600 The complaint In summary, X has complained about the charges applied by St James’s Place Wealth Management Plc, (SJP) to his pension and ISA portfolios. He is also concerned about the reduction in value on a cash account that had been with a third party. He says advisor fees we... (6 pages)View decision -
Decision Reference DRN-3860412
7 Feb 2023 National Westminster Bank Plc UpheldMortgagesDRN-3860412 The complaint Mr and Mrs C have complained that in April 2019 National Westminster Bank Plc (NatWest) unfairly declined their application to move switch their mortgage from an offset product to a core mortgage product. To settle the complaint Mr and Mrs C would like to be compe... (4 pages)View decision -
Decision Reference DRN-3910335
7 Feb 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3910335 The complaint Ms W complains that Advantage Insurance Company Limited wrongly accepted liability for a third party car insurance claim. What happened Ms W has car insurance underwritten by Advantage. The policy is administered by a broker on Advantage’s behalf. For ease of refe... (4 pages)View decision -
Decision Reference DRN-3719762
7 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3719762 The complaint Mr M complained that Aviva Life & Pensions UK Limited (Aviva) hadn’t done enough to address the impact of the errors he experienced when it came to his pension benefits. What happened In 2021 Mr M asked Aviva to provide him with information on the benefits ava... (4 pages)View decision -
Decision Reference DRN-3930878
7 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3930878 The complaint Mr N complains about Admiral Insurance (Gibraltar) Limited referring him to an accident management company (AMC) after his car was damaged by a third party and he called intending to make a claim on his car insurance policy. What happened Mr N’s car was parked in ... (3 pages)View decision -
Decision Reference DRN-3846835
7 Feb 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3846835 The complaint Mrs W complains about the premium Red Sands Insurance Company (Europe) Limited charged her when renewing two pet insurance policies. She’s also unhappy about the level of service received. Reference to Red Sands include their agents. What happened The background t... (3 pages)View decision -
Decision Reference DRN-3869691
7 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3869691 The complaint Mr H is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Mr H says he bid for a tractor on a ... (4 pages)View decision -
Decision Reference DRN-3701925
7 Feb 2023 OneSavings Bank Plc UpheldMortgagesDRN-3701925 The complaint Mrs G complains that One Savings Bank Plc (trading as Kent Reliance) made entries against her on fraud prevention databases after she made a mortgage application. What happened Mrs G applied for a mortgage via a broker in September 2016. As part of the application... (2 pages)View decision -
Decision Reference DRN-3950914
7 Feb 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3950914 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr S holds with Barclays Bank UK Plc. He’s unhappy that Barclays delayed a rate switch by several months in 2020, and then later reported arrears on his credit file when payments weren’t made. The credit file was... (8 pages)View decision
