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-4211504
30 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4211504 The complaint Mr S 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 mid-2012, Mr S was approached by a rep... (41 pages)View decision -
Decision Reference DRN-4219208
30 Jun 2023 Nationwide Building Society UpheldMortgagesDRN-4219208 The complaint Mr D complains about the length of time it took Nationwide Building Society to say it wouldn’t lend him the amount of money he wanted, for the type of property he wanted to buy. Mr D said Nationwide should’ve said this right away, and he’s paying more now because ... (3 pages)View decision -
Decision Reference DRN-3946739
30 Jun 2023 Next Retail Limited UpheldConsumer CreditDRN-3946739 The complaint Miss N complains that Next Retail Limited (Next) refunded the cost of returned items to her Next account not to her debit card and unfairly froze her account. She would like compensation for the distress and inconvenience. What happened The details of this complai... (2 pages)View decision -
Decision Reference DRN-4181601
30 Jun 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4181601 The complaint Mr H complains that he received the wrong policy terms and conditions when he purchased a travel insurance policy from Rock Insurance Services Limited. What happened Mr H took out a travel insurance policy when he purchased flights. He took out the insurance via a... (3 pages)View decision -
Decision Reference DRN-4117397
30 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4117397 The complaint Mr M complains about British Gas Insurance Limited’s (BG) poor service, under his home emergency policy. What happened Mr M held a BG boiler and heating policy. In March 2022, BG completed repairs and noted that there was sludge in the system. In September 2022, a... (3 pages)View decision -
Decision Reference DRN-4210055
30 Jun 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4210055 The complaint Mr S complains that Quilter Financial Services Ltd delayed in providing him advice on purchasing an annuity which led to him missing out on a preferential annuity income. What happened Mr S was a client of Quilter’s who managed several of his investments including... (7 pages)View decision -
Decision Reference DRN-4219058
30 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4219058 The complaint Mrs R complains that Barclays Bank UK PLC (Barclays) failed to send her a new PIN. Mrs R says that the delays have led to financial loss, distress, and inconvenience. What happened Mrs R has a Barclays current account and currently lives abroad. In late November 2... (3 pages)View decision -
Decision Reference DRN-3645335
30 Jun 2023 Close Brothers Limited UpheldConsumer CreditDRN-3645335 The complaint Miss M complains that Close Brothers Limited, trading as Close Brothers Motor Finance (CB) unfairly terminated her agreement and collected her car. What happened On 15 December 2021 Miss M acquired a used car through a conditional sale agreement with CB. The agree... (4 pages)View decision -
Decision Reference DRN-3837489
30 Jun 2023 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-3837489 The complaint Mr H complains about the suitability of the advice provided by Estate Capital Financial Management Limited (“Estate Capital”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan... (16 pages)View decision -
Decision Reference DRN-4219730
30 Jun 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4219730 The complaint Mrs A complains she was mis-sold an investment she made in a bond issued by Basset & Gold Plc (“B&G plc”). Mrs A says she was misled that the bond was protected up to £50,000 – but has since lost her money and would like to be refunded. What happened The B... (8 pages)View decision