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 119142 results
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Decision Reference DRN-3556232
14 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3556232 The complaint Mrs M has complained about Royal & Sun Alliance Insurance Limited’s handling of her claim for a damaged ring under her home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In summ... (2 pages)View decision -
Decision Reference DRN-3588215
14 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588215 The complaint Mr G has complained about the way Barclays Bank UK PLC (trading as Barclaycard) dealt with fraud on his account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In June 2020, Mr G was contacted by a debt collection agen... (3 pages)View decision -
Decision Reference DRN-3506053
14 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3506053 The complaint Mr A complains about the advice given by Portal Financial Services LLP to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme and a personal pension plan to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable ... (10 pages)View decision -
Decision Reference DRN-3339429
14 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3339429 The complaint Mr C complains about the advice Portal Financial Services LLP (Portal) gave in relation to his defined-benefit (‘DB’) occupational pension scheme, which was transferred to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and bel... (12 pages)View decision -
Decision Reference DRN-3596558
14 Jul 2022 Lloyds Bank PLC UpheldMortgagesDRN-3596558 The complaint Mr and Mrs G complain that Lloyds Bank PLC made errors and misled them when they redeemed their mortgage. What happened Mr and Mrs G contacted Lloyds in November 2021. Their interest rate product was due to expire at the end of November 2021. They wanted to redeem... (2 pages)View decision -
Decision Reference DRN-3544211
14 Jul 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3544211 The complaint Mr M is unhappy Bank of Ireland (UK) Plc have not refunded him after he fell victim to a scam. What happened I’m not going to cover all the points raised in detail. The view of 15 June 2022 covered the detailed timeline of the transactions and the details of Mr M... (3 pages)View decision -
Decision Reference DRN-3546442
14 Jul 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3546442 The complaint Mr S complains about the way that MotoNovo Finance Limited has dealt with a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decision on this complaint in May 2022 in which I described what had happened as follows... (6 pages)View decision -
Decision Reference DRN-3462962
14 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3462962 The complaint Ms W complains TSB Bank plc didn’t offer her an alternative way of authenticating that didn’t involve phones when it implemented strong customer authentication. What happened Ms W had several accounts with TSB, including two current accounts (one to receive her pa... (5 pages)View decision -
Decision Reference DRN-3437409
14 Jul 2022 First Complete Ltd UpheldMortgagesDRN-3437409 The complaint Mr G and Mr M have complained that, because of delay and poor service provided by First Complete Ltd in relation to their mortgage application, they were unable to complete their purchase before the end of the Stamp Duty holiday on 30 June 2021. They are asking Fi... (3 pages)View decision -
Decision Reference DRN-3580663
14 Jul 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3580663 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (8 pages)View decision
