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 128312 results
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Decision Reference DRN-3283764
6 Jul 2023 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-3283764 The complaint Mr C complains about the advice given by Beacon IFA Limited (Beacon) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss... (11 pages)View decision -
Decision Reference DRN-4230333
6 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4230333 The complaint Mrs W complains that Nationwide Building Society no longer sends out an annual breakdown of how interest is calculated and paid on her savings account. Mrs W is also unhappy that Nationwide promised to send an interest calculation breakdown during a phone call, bu... (4 pages)View decision -
Decision Reference DRN-4098691
6 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4098691 The complaint Mr J and Miss P have complained that Covea Insurance plc has unfairly declined a claim on Miss P’s pet insurance policy. What happened Miss P took out a pet insurance policy for her dog with Covea in January 2016. She says it was established early on that the dog ... (3 pages)View decision -
Decision Reference DRN-4229577
6 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4229577 The complaint Ms P complains the amount of compensation offered by Aviva Insurance Limited doesn’t reasonably reflect the difficulties she experienced whilst making a claim under her home emergency policy. Any reference to Aviva includes the actions of its agents. What happened... (2 pages)View decision -
Decision Reference DRN-3915266
6 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3915266 Complaint Mr B has complained about credit cards Creation Financial Services Limited (“Creation”) provided him with. He says it was irresponsible for the same company to approve five credit cards for him. Background Mr B had five credit card accounts with Creation in total. Mr ... (6 pages)View decision -
Decision Reference DRN-4083787
5 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4083787 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to prevent her from becoming the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Miss E was sent an Instagram message from a trusted f... (4 pages)View decision -
Decision Reference DRN-4224227
5 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4224227 The complaint Mr H complains Creation Financial Services Limited (“Creation”) didn’t treat him fairly when he asked for assistance with obtaining a partial refund for a holiday which he had paid for using his Creation credit card. What happened I issued a provisional decision o... (6 pages)View decision -
Decision Reference DRN-4228902
5 Jul 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4228902 The complaint Mr S complains about the service provided by Halifax Share Dealing Limited (trading as ‘IWeb’) when he experienced delays during the transfer of shares. To put things right, Mr S wants IWeb to pay him financial compensation, including redress for the trouble and u... (3 pages)View decision -
Decision Reference DRN-4153011
5 Jul 2023 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-4153011 The complaint Ms H complains about Hargreaves Lansdown Asset Management Limited’s (‘HL’) handling of her application for an annuity and says this caused her a financial loss. What happened Ms H was interested in using her pension benefits to buy an annuity, through independent... (5 pages)View decision -
Decision Reference DRN-4227885
5 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4227885 The complaint Miss R is unhappy that Nationwide Building Society will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened In summary, on 19 September 2022, Miss R received a call advising that her Nationwide account had been compr... (5 pages)View decision