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 121877 results
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Decision Reference DRN-3926124
25 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3926124 The complaint Miss B is unhappy with the way Advantage Insurance Company Limited handled a claim she made on her motor insurance policy. What happened Miss B made a claim on her policy when her car was stolen in July 2021. The car was recovered and found with a key inside it. M... (4 pages)View decision -
Decision Reference DRN-3775143
25 Jan 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3775143 The complaint Mr S complains Scottish Widows Limited unreasonably delayed the process when he claimed his pension under early ill health provision, which led to him receiving less tax-free cash than he expected. What happened Mr S, who was 53 at the relevant time, had a persona... (4 pages)View decision -
Decision Reference DRN-3831598
25 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3831598 The complaint Mr M complains about the suitability of the advice he received from Portal Financial Services LLP (Portal) to transfer two of his existing pension plans to a new flexi access drawdown pension. What happened Mr M was a member of two defined benefit (DB) occupationa... (7 pages)View decision -
Decision Reference DRN-3873837
25 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3873837 The complaint Mr L complains that Zopa Bank Limited gave him personal loans without properly checking affordability or his creditworthiness. What happened Mr L took out two loans with Zopa: 1. In 2021, for £5,000 over 12 months, with a monthly payment of £489.57. 2. In 2022, fo... (3 pages)View decision -
Decision Reference DRN-3923150
25 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3923150 The complaint Mr B complains that Nationwide Building Society has not refunded him after he fell victim to a vehicle purchase scam in January 2019. Mr B brings his complaint with the assistance of professional representation, but for readability I will refer solely to Mr B thro... (4 pages)View decision -
Decision Reference DRN-3925448
25 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3925448 The complaint Miss W complains that Lloyds Bank PLC provided her with incorrect information about the minimum payment percentage on her credit card account. What happened Miss W contacted Lloyds to discuss a new credit card. She asked Lloyds whether the minimum monthly payments... (2 pages)View decision -
Decision Reference DRN-3925490
25 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3925490 The complaint Miss J complains about difficulties she experienced when attempting to make a claim on her Home Insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Miss J arranged for her home insurance cover with RSA to be transferred to her n... (4 pages)View decision -
Decision Reference DRN-3910216
25 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3910216 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money removed access to his online facility which meant he was unable to manage his credit card. What happened Mr M had a credit card with Virgin Money and it contacted him in March 2020 to advise the accou... (3 pages)View decision -
Decision Reference DRN-3781849
25 Jan 2023 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3781849 The complaint Mr and Mrs W complain about fees that Southern Pacific Mortgage Limited (SPML) has added to their mortgage. They say they have been overcharged. What happened Mr and Mrs W took out their mortgage in 2004, through a broker. They borrowed £124,000 plus fees, on a ca... (3 pages)View decision -
Decision Reference DRN-3628235
25 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3628235 The complaint Mr D complains about the advice given by D C Financial Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has c... (13 pages)View decision
