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-4305641
18 Aug 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4305641 The complaint Mr T complains about the way TSB Bank plc handled his claim for a partial refund in respect of a trip he paid for with his credit card that was curtailed due to the Covid-19 pandemic. What happened In March 2019 Mr T and his partner booked a three-month cruise wit... (8 pages)View decision -
Decision Reference DRN-4094043
18 Aug 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4094043 The complaint Mr J complains that Revolut Ltd (Revolut) closed his account without notice. He would like an explanation as to why this was done and for it to reopen his account. What happened Mr J’s Revolut account was blocked at the end of July 2018. He got in touch with it on... (3 pages)View decision -
Decision Reference DRN-4307595
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307595 The complaint Mr V complains British Gas Insurance Limited (“BG”) hasn’t met its obligations under his Homecare home emergency policy. What happened BG is the underwriter of this policy, i.e. it’s the insurer. Part of this complaint concerns the actions of its agents for which ... (2 pages)View decision -
Decision Reference DRN-4308546
18 Aug 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4308546 The complaint Mr B complained about the service provided by Sun Life Assurance Company of Canada (U.K.) Limited. He said he hasn’t been treated fairly by Sun Life as he tried to sort out errors caused by it. He said he should be paid more compensation than Sun Life has offered.... (3 pages)View decision -
Decision Reference DRN-4308188
18 Aug 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4308188 The complaint Mrs N has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mrs N transferred monies from existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performed as w... (46 pages)View decision -
Decision Reference DRN-4308385
18 Aug 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4308385 The complaint Mr N has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mr N transferred monies from existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performed as wel... (45 pages)View decision -
Decision Reference DRN-4204067
18 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4204067 The complaint Mr H has complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) repeatedly failed to send him copies of his bank statements when requested. He also says that Virgin Money also failed to update his address and statement preference so that they... (3 pages)View decision -
Decision Reference DRN-3983801
18 Aug 2023 Brewin Dolphin Limited UpheldInvestmentsDRN-3983801 The complaint Mr P is unhappy with the service he has received from Brewin Dolphin Limited (‘BDL’) in the management of his investment portfolio. He says he has lost a significant amount of money and the worry has impacted on his health. What happened Mr P has been a client of ... (8 pages)View decision -
Decision Reference DRN-4288047
18 Aug 2023 St James's Place UK plc UpheldInvestmentsDRN-4288047 The complaint Mr U complains about the service he has received from SJP. He says that he was entitled to ask for an increase of the sum assured on his term assurance policy, but SJP only eventually completed this after he had raised a complaint. He also complains that every yea... (4 pages)View decision -
Decision Reference DRN-4307574
18 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4307574 The complaint Mr C complains Lloyds Bank PLC hasn’t offered him a way of authenticating that works for him meaning he’s having problems using his account online. What happened Mr C has a current account with Lloyds Bank and a debit card. In September 2022 Mr C complained to Llo... (2 pages)View decision