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 125400 results
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Decision Reference DRN-3843535
6 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3843535 The complaint Mrs B says Advantage Insurance Company Limited didn’t ensure that repairs to her car were completed properly when she made a claim on her motor insurance policy. What happened One of Advantage’s approved windscreen repairers (‘firm N’) fitted a windscreen to Mrs B... (3 pages)View decision -
Decision Reference DRN-3997137
6 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3997137 The complaint Mrs B complains ReAssure Limited caused unreasonable delays and provided poor customer service when she wanted to release tax-free cash from her pension. Mrs B has been assisted by her financial adviser Mr R, from firm “I” which was named on her ReAssure policy. W... (7 pages)View decision -
Decision Reference DRN-4004005
6 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-4004005 The complaint Ms K has complained about poor customer service from Nationwide Building Society in relation to an abortive mortgage application. Ms K complained to Nationwide but did not receive a response. To settle the complaint Ms K wants Nationwide to compensate her for the ... (3 pages)View decision -
Decision Reference DRN-4003930
6 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4003930 The complaint Ms F complains HSBC UK Bank Plc (HSBC) unfairly defaulted her credit card account and a number of other issues related to it. What happened In October 2018, Ms F opened a credit card account. She transferred a balance of around £6,600 into the acco... (4 pages)View decision -
Decision Reference DRN-4003794
6 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4003794 The complaint Mrs P complains that she didn’t get any correspondence from Barclays Bank UK PLC (Barclays) about her ISA. What happened Mrs P has a Cash ISA from Barclays, opened in March 2009. In March 2013, Barclays had post returned ‘gone away’. Since that time, post was mark... (3 pages)View decision -
Decision Reference DRN-3916050
6 Mar 2023 Pension Advice Specialists Limited UpheldPensions and AnnuitiesDRN-3916050 The complaint Mr C complains about the advice given by Pension Advice Specialists Limited (‘PAS’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and be... (10 pages)View decision -
Decision Reference DRN-4003772
6 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-4003772 The complaint Mr and Mrs F complained about delays caused by Zurich Insurance plc (“Zurich”) in repairing damage caused by a leak following a claim under their home insurance policy. Mr and Mrs F were insured as part of a wider “block” policy. What happened Following a leak in ... (4 pages)View decision -
Decision Reference DRN-3979097
6 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3979097 The complaint Mr W 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 W was approached by a rep... (44 pages)View decision -
Decision Reference DRN-3937482
6 Mar 2023 Female Financial Management Limited UpheldPensions and AnnuitiesDRN-3937482 The complaint Mr C has complained that Female Financial Management Limited (‘FFM’) failed to carry out a transfer of his pension benefits in 2020. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my p... (9 pages)View decision -
Decision Reference DRN-3996910
6 Mar 2023 Santander UK Plc UpheldConsumer CreditDRN-3996910 The complaint Mr K complains that Santander UK Plc did not apply an overpayment to his account and he complains of service failings related to his loan. What happened Mr K had a personal loan with Santander. He said that on 19 February 2022, he made an overpayment of £300, so h... (5 pages)View decision
