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-3504907
31 Aug 2023 Cathedral Financial Services LLP UpheldPensions and AnnuitiesDRN-3504907 The complaint Ms B complains about the advice Cathedral Financial Services LLP gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a finan... (11 pages)View decision -
Decision Reference DRN-4308041
31 Aug 2023 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-4308041 The complaint Ms B complains that Close Asset Management Limited (CAML) provided poor service and didn’t provide the pension advice she requested. What happened The background to this complaint is well known to both parties and so I don’t think it is necessary to set it out in ... (4 pages)View decision -
Decision Reference DRN-4323890
31 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4323890 The complaint Ms T complains that Clydesdale Bank Plc (trading as Virgin Money) has failed to offer reasonable adjustments to assist her with exchanging cash which is no longer in circulation for new notes. What happened Due to her medical conditions, Ms T is unable to leave th... (4 pages)View decision -
Decision Reference DRN-4326293
31 Aug 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4326293 The complaint Miss C is unhappy with Fortegra Europe Insurance Company Ltd’s (Fortegra) handling of a warranty claim. What happened In July 2021, Miss C purchased a new sofa and took out a warranty. She made a claim under the warranty as some of the paint had begun to come away... (3 pages)View decision -
Decision Reference DRN-4321265
31 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4321265 The complaint The estate of Mr J (the estate) complains that Barclays Bank UK PLC released money from Mr J’s account that they shouldn’t have done. What happened When the estate informed Barclays of Mr J’s passing, they say Barclays informed the estate that Mr J’s sister had al... (3 pages)View decision -
Decision Reference DRN-4308051
31 Aug 2023 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-4308051 The complaint Mr M complains about the service provided by Close Asset Management Limited (CAML) in regard to his pension arrangements. What happened The initial complaint was made on behalf of Mr M and Ms B, however this decision will focus on the elements of the complaint tha... (8 pages)View decision -
Decision Reference DRN-4297961
31 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4297961 The complaint Mr T complains about the customer service and misinformation he was given by Lloyds Bank PLC. What happened Mr T was the victim of a scam around the middle of 2021. And after he raised a previous complaint with our service, Lloyds agreed to refund some of the mone... (3 pages)View decision -
Decision Reference DRN-4104984
31 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4104984 The complaint Mr D has complained that he is unhappy with the quality of a car he acquired in October 2021, using a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”). What happened Mr D acquired a used Mercedes in October 2021, using a hire-purchase agreement wit... (6 pages)View decision -
Decision Reference DRN-4270253
30 Aug 2023 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-4270253 The complaint Mr R complains that Virgin Money Unit Trust Managers Ltd (VMUTM) switched his pension investment without his consent. As a result, he says he’s suffered financial loss. What happened Mr R had a pension plan with VMUTM. At the time of opening the plan in 2010, Mr R... (6 pages)View decision -
Decision Reference DRN-4260259
30 Aug 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4260259 The complaint Mr B complained to Aviva Life & Pensions UK Limited about the redress offered after an error was identified with the fund values it transferred to Mr B’s Self-Invested Personal Pension (SIPP) plan. What happened In late 2020, Mr B arranged to transfer two pens... (6 pages)View decision