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
-
Decision Reference DRN-4020480
14 Mar 2023 Sanlam Partnerships Limited UpheldPensions and AnnuitiesDRN-4020480 The complaint Mr M says the advice given and the arrangements made by Tavistock Financial Limited, now registered as Sanlam Partnerships Limited (SPL), to transfer his defined benefit (DB) pension into a flexible retirement plan with Prudential was unsuitable. What happened Mr ... (10 pages)View decision -
Decision Reference DRN-3990434
14 Mar 2023 Studio Retail Limited UpheldConsumer CreditDRN-3990434 The complaint Mr C, who is representing his wife, complains that Studio Retail Limited (“SRL”) allowed her to order goods when her account should have been closed. It also failed to resolve the matter properly. What happened Mr C has been appointed a deputy by the Court of Prot... (4 pages)View decision -
Decision Reference DRN-3807026
14 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3807026 The complaint Mr W has complained about QIC Europe Ltd’s (‘QIC’s’) decision to decline a claim he made for damage to his roof, caused by a storm. What happened In February 2022, Mr W made a claim on his buildings insurance policy for damage caused by a storm to the roof of his ... (4 pages)View decision -
Decision Reference DRN-4003315
14 Mar 2023 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4003315 The complaint A company which I will call T, complains that WorldPay (UK) Limited reversed a number of genuine transactions they accepted through their card terminals, and then did not help fix the issue for a considerable period of time. They say that this resulted in inconven... (3 pages)View decision -
Decision Reference DRN-3954634
14 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3954634 The complaint Ms D complains that ReAssure Limited incorrectly stopped collecting monthly premiums that she was paying to her pension savings. What happened Ms D held two pension plans that had previously been opened with Legal and General. That pension business was transferred... (5 pages)View decision -
Decision Reference DRN-4019863
14 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4019863 The complaint Mr D complains that Lloyds Bank PLC is unfairly holding him liable for repayment of a Bounce Back Loan (BBL). What happened Mr D holds a sole trader business account with Lloyds. Originally, it was for his own trading under a business name, which is the name of th... (8 pages)View decision -
Decision Reference DRN-4021173
14 Mar 2023 Clydesdale Bank Plc UpheldMortgagesDRN-4021173 The complaint This complaint is about a buy-to-let (BTL) mortgage Mrs and Mr C hold with Clydesdale Bank Plc trading as Virgin Money. They’re unhappy that Virgin failed to execute a rate switch in the summer of 2021. Mrs and Mr C eventually executed a new rate switch in 2022, b... (3 pages)View decision -
Decision Reference DRN-3837346
14 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3837346 The complaint A company, which I’ll refer to as “M”, complains that Starling Bank Limited unfairly closed its bank account and defaulted its Bounce Back Loan. Mr A is M’s director and he brings the complaint on the company’s behalf. What happened M banked with Starling and borr... (3 pages)View decision -
Decision Reference DRN-3937497
14 Mar 2023 Santander UK Plc UpheldConsumer CreditDRN-3937497 The complaint Ms H complains that Santander UK Plc has added interest and charges onto her loan that it should not have done. What happened Ms H took out a loan with Santander in 2008, which then defaulted in early 2011. Ms H brought a complaint against Santander to our service... (3 pages)View decision -
Decision Reference DRN-3985907
14 Mar 2023 Chequers Wealth Management Limited UpheldPensions and AnnuitiesDRN-3985907 The complaint Mr H complains about the advice given by Chequers Wealth Management Limited (Chequers) 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 cause... (10 pages)View decision
