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-4020846
14 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4020846 The complaint Mr M 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 early 2012, Mr M was contacted by a re... (44 pages)View decision -
Decision Reference DRN-3979432
14 Mar 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3979432 The complaint Mr and Mrs H are unhappy with the level of customer service provided to them by Kensington Mortgage Company Limited. They are unhappy with information given to them about the interest rate for their mortgage as they can’t understand how the LIBOR rate is set and w... (14 pages)View decision -
Decision Reference DRN-3944390
14 Mar 2023 Quilter Financial Limited UpheldInvestmentsDRN-3944390 The complaint Mr K complains about the acts of Mr K2. He says he believed he was investing money through him (on his advice) but it’s now clear Mr K2 kept the money himself and didn’t invest it. He says Quilter Financial Limited (Quilter) is responsible because Mr K2 was with a... (9 pages)View decision -
Decision Reference DRN-3926705
14 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3926705 The complaint Miss K complains about the way AXA Insurance UK Plc handled her claim following an accident. Where I refer to AXA, this includes its agents and claims handlers. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-4017968
14 Mar 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4017968 The complaint Mr G complains about delays when transferring some of his investments to Financial Administration Services Limited (Fidelity) from another provider. What happened In April 2020 Mr G contacted Fidelity to start the process of moving his investments to them from ano... (2 pages)View decision -
Decision Reference DRN-3986008
14 Mar 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3986008 The complaint Miss S complains Wirecard Card Solutions Limited failed to return her funds after they decided to close her account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll... (2 pages)View decision -
Decision Reference DRN-3969744
14 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3969744 The complaint Mr O has complained about his home insurer U K Insurance Limited (UKI) because it put his fire claim on hold to wait for the outcome of criminal proceedings taken against the suspect. What happened Mr O went to the shops in November 2020 and was notified by a neig... (4 pages)View decision -
Decision Reference DRN-4022839
14 Mar 2023 Nationwide Building Society UpheldConsumer CreditDRN-4022839 The complaint Mr O complains that the loan he had from Nationwide Building Society was unaffordable. What happened Mr O borrowed £10,000 from Nationwide in September 2021. The loan was due to be repaid in 60 monthly instalments of £202.32. Mr O says the loan was unaffordable as... (3 pages)View decision -
Decision Reference DRN-4020964
14 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4020964 The complaint Mr B is unhappy with the service he received from Barclays Bank UK PLC surrounding their restricting and then closing his account following the receipt of money from his father, and that Barclays later withheld his access to that money for an unreasonable time. Wh... (8 pages)View decision -
Decision Reference DRN-4022879
14 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4022879 The complaint A – a business – has complained about the service Barclays Bank UK PLC provided when A tried to open a new business account. What happened On 27 August 2021, two of A’s directors attended an appointment at a Barclays branch to open a business bank account. In orde... (3 pages)View decision
