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 125363 results
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Decision Reference DRN-3980667
16 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3980667 The complaint Mr S complains that Santander UK Plc blocked and then closed his account without notice. He’d like to be compensated for this. What happened Mr S held an account with Santander. He attempted to withdraw some money in branch to pay a builder, only to be told his ac... (2 pages)View decision -
Decision Reference DRN-3752967
16 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3752967 The complaint Mr G 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 2012, Mr G says he was approached by a... (42 pages)View decision -
Decision Reference DRN-4024563
16 Mar 2023 Quilter Holdings Limited UpheldPensions and AnnuitiesDRN-4024563 The complaint Mrs S complains Quilter Holdings Limited (‘Quilter’) mis-sold her a Free Standing Additional Voluntary Contribution (‘FSAVC’) plan and didn’t tell her an alternative might have been more suitable. Mrs S is represented in this complaint, but for ease I’ll refer onl... (6 pages)View decision -
Decision Reference DRN-3886363
16 Mar 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-3886363 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited was of an unsatisfactory quality. What happened In February 2020, Mr S was supplied with a new car through a hire purchase agreement with RCI. There was ... (4 pages)View decision -
Decision Reference DRN-3855914
16 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3855914 The complaint Ms G complained about the poor service she has received from the business administering her personal pension. Ms G says the information she has been able to access on-line about her pension is very poor and there are parts of her pension she is unable to view at a... (3 pages)View decision -
Decision Reference DRN-4018280
16 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4018280 The complaint Mrs S says National Westminster Bank Plc irresponsibly lent to her. What happened Mrs S applied for a credit card online from NatWest on 6 December 2021. She was given a credit limit of £6,750. The account defaulted on 8 June 2022 with a balance of £6,636.29. Mrs ... (3 pages)View decision -
Decision Reference DRN-4011758
16 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4011758 The complaint Mrs H complains that Admiral Insurance (Gibraltar) Limited hasn’t paid a claim she made under her travel insurance policy What happened Mrs H holds an annual multi-trip travel insurance policy that covers her for trips between 19 April 2022 and 18 April 2023. The ... (3 pages)View decision -
Decision Reference DRN-3838152
16 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3838152 The complaint Mr and Mrs A complain about Aviva Insurance Limited’s handling of a claim they made on their home insurance policy. I’ve mainly referred to Mr A below, as he’s acted as the lead correspondent throughout the complaint. Aviva delegated certain aspects of its claims ... (35 pages)View decision -
Decision Reference DRN-4028388
16 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4028388 The complaint Mr G has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his home insurance policy. For ease of reading any reference to Admiral includes the actions of its agents which it is responsible for. What h... (2 pages)View decision -
Decision Reference DRN-4024774
16 Mar 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4024774 The complaint Mr M complains that Scottish Equitable Plc (trading as Aegon) poorly administered his pension including charging him the wrong fees over several years. What happened The details of the complaint are well known to both parties and spanned several years. As such I’v... (8 pages)View decision
