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 128535 results
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Decision Reference DRN-4309970
1 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4309970 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) have not amended his credit file correctly following fraud on his credit card accounts. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here.... (3 pages)View decision -
Decision Reference DRN-4329295
1 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4329295 The complaint Mr and Mrs W think their claim for storm damage under their home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”) was unfairly declined. They were also unhappy with the general level of customer service provided. What happened Mr and Mrs W ... (3 pages)View decision -
Decision Reference DRN-4277198
1 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4277198 The complaint Miss S and Mr T are unhappy AWP P&C SA turned down a claim they made on their travel insurance policy. What happened Miss S and Mr T have travel insurance with AWP. In July 2021 they booked a honeymoon cruise to the Caribbean departing in February 2023. In Nov... (3 pages)View decision -
Decision Reference DRN-4329533
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4329533 The complaint Mr T complains that it wasn’t made clear to him by Monzo Bank Ltd (“Monzo”) when he agreed a flex repayment plan that this may affect his ability to increase his overdraft limit. This resulted in him being unable to pay essential bills. What happened Mr T held a f... (3 pages)View decision -
Decision Reference DRN-4153784
1 Sep 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4153784 The complaint Ms B complains about the quality of a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (“Startline”). What happened In April 2022, Ms B took out a hire purchase agreement with Startline for a car. The car was just under thre... (4 pages)View decision -
Decision Reference DRN-3882049
1 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3882049 The complaint Mr L complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (37 pages)View decision -
Decision Reference DRN-4328899
1 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4328899 The complaint Mr A complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, Mr A has explained that in October 2022 scammers pers... (4 pages)View decision -
Decision Reference DRN-3968707
1 Sep 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3968707 The complaint Mr T complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. NTM Financial Services Ltd is responsible for answering this complaint and so to kee... (13 pages)View decision -
Decision Reference DRN-4009990
1 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4009990 The complaint Mr C 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 or around November 2012, Mr C was appr... (41 pages)View decision -
Decision Reference DRN-4328680
1 Sep 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4328680 The complaint Mrs C is unhappy the service she’s received from Sainsbury’s Bank Plc surrounding a balance transfer she instructed. What happened Mrs C successfully applied for a Sainsbury’s credit card and instructed a balance transfer from her new Sainsbury’s credit card to an... (3 pages)View decision