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 125299 results
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Decision Reference DRN-3943687
23 Feb 2023 Insurance Factory Ltd UpheldInsuranceDRN-3943687 The complaint Ms D has complained about the way her insurance broker, Insurance Factory Ltd (“IF”) dealt with the cancellation of her motor insurance policy. What happened Ms D took out a motor insurance policy through IF at the start of January 2022. Around two weeks later she... (4 pages)View decision -
Decision Reference DRN-3978125
23 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3978125 The complaint Mr and Mrs H complain that Nationwide Building Society (“Nationwide”) allowed a pending transaction to affect their account balance, causing them inconvenience and distress. What happened Mr and Mrs H hold a current account with Nationwide. They are both parties t... (4 pages)View decision -
Decision Reference DRN-3969792
23 Feb 2023 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3969792 The complaint Mr A complains that St James's Place UK plc (“SJP”) has failed to administer his pension savings in an effective manner. Specifically he has complained about three aspects of the administration of his pension savings. He complains that; SJP failed to pay a d... (7 pages)View decision -
Decision Reference DRN-3969807
23 Feb 2023 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3969807 The complaint Mrs A complains that St James's Place UK plc (“SJP”) has failed to administer her pension savings in an effective manner. Specifically she has complained about two aspects of the administration of her pension savings. She complains that; SJP failed to comple... (5 pages)View decision -
Decision Reference DRN-3984348
23 Feb 2023 Brightside Insurance Services Limited UpheldInsuranceDRN-3984348 The complaint Miss R has complained about the way her motor insurance broker, Brightside Insurance Services Limited (“Brightside”), dealt with her policy after it was avoided by her insurer. What happened Miss R took out a motor insurance policy through Brightside in August 202... (3 pages)View decision -
Decision Reference DRN-3638018
23 Feb 2023 Sterling Wealth Ltd UpheldPensions and AnnuitiesDRN-3638018 The complaint Mr F complains that Sterling Wealth Ltd (SWL) gave him unsuitable advice to transfer his pension into a Self-Invested Personal Pension (SIPP). He also complains that the underlying investments selected by the Discretionary Fund Manager (DFM) didn’t meet his Attitu... (8 pages)View decision -
Decision Reference DRN-3970699
23 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3970699 The complaint Mr G complains that Bank of Scotland plc trading as Halifax (“Halifax”) incorrectly closed one of his current accounts when they shouldn’t have. What happened Mr G says he held three current accounts with Halifax. On one of those accounts (“loan B”), Mr G was offe... (4 pages)View decision -
Decision Reference DRN-3719673
23 Feb 2023 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-3719673 The complaint Mr G complains that Fairstone Financial Management Limited (Fairstone) delayed in providing all of the information needed to process a pension transfer application. He feels he’s suffered a financial loss as a result. What happened Mr G previously held a pension w... (3 pages)View decision -
Decision Reference DRN-3872532
23 Feb 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3872532 The complaint Mr S and Mr H are business partners for C. They complain that PayrNet Limited won’t refund a transaction they didn’t make. ANNA Money, who Mr S and Mr H’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to ANNA throughout the decision. What ... (3 pages)View decision -
Decision Reference DRN-3945975
23 Feb 2023 Demirtas Finance Ltd UpheldClaims ManagementDRN-3945975 The complaint Mr C complains that Demirtas Finance Ltd (DFL) failed to pursue his claim that he’d been mis-sold payment protection insurance (PPI). What happened In April 2019, Mr C signed letters of authority (LoA) that instructed DFL to act on his behalf to find out whether h... (4 pages)View decision
