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-3463202
5 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3463202 The complaint Mrs F says her bank card, and a number of replacements, provided by TSB Bank plc have failed to work in different ATMs. What happened Mrs F started having problems using her card to withdraw money from ATMs in May 2021. At times, in a range of ATMs, her card would... (2 pages)View decision -
Decision Reference DRN-3197277
5 Jul 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3197277 The complaint Mr P complains about the advice given by True Potential Wealth Management LLP (TP) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) to a personal pension. He feels he has lost out as a result. What happened In March 2016, Tat... (7 pages)View decision -
Decision Reference DRN-3499410
4 Jul 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3499410 The complaint Mr D has complained that Building Block Insurance PCC Limited (Building Block) has declined to meet a claim under his pet insurance policy on the ground that the treatment claimed for arose from a pre-existing condition. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-3167058
4 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3167058 The complaint Mr D complains that PayPal (Europe) Sarl et Cie SCA mishandled his claim for items that were ordered and paid for using his PayPal account, but which weren’t received. What happened Mr D ordered some plants via an online marketplace website. He paid for the goods ... (4 pages)View decision -
Decision Reference DRN-3448592
4 Jul 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3448592 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purchase agreement with Startline in June 2020. There... (4 pages)View decision -
Decision Reference DRN-2952808
4 Jul 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-2952808 The complaint Mr M complains that he has lost out because of the information Legal and General Assurance Society Limited (L&G) gave him about the pricing used for his pension fund switch. What happened Mr M had a stakeholder pension with L&G. He telephoned L&G on 24... (4 pages)View decision -
Decision Reference DRN-3577150
4 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3577150 The complaint Mr and Mrs W complain that Royal & Sun Alliance Insurance Limited (RSA) has caused huge delays in resolving their claim for subsidence damage to their home and caused damage to their contents. What happened I sent the parties a provisional decision in May 2022... (5 pages)View decision -
Decision Reference DRN-3520968
4 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3520968 The complaint Mr E complains about information provided by National Westminster Bank Plc to credit reference agencies in relation to his credit card. What happened For a number of years before the events leading to this complaint, Mr E held a NatWest credit card. He had a credi... (3 pages)View decision -
Decision Reference DRN-3275127
4 Jul 2022 Handelsbanken plc UpheldBanking and PaymentsDRN-3275127 The complaint Mr J complains that Handelsbanken plc has made unjustified information requests from him. What happened Mr J says Handelsbanken asked him for personal information from 2020 into 2021. He says he was hounded by Handelsbanken into providing information which he says... (2 pages)View decision -
Decision Reference DRN-3577117
4 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3577117 The complaint Mr S complains about the way Santander UK Plc dealt with his claim for a refund of £1,636 he paid using his credit card to fund a contract with a third party (“A”). What happened Mr S had a dispute with A arising from a contract he entered into that was funded wit... (4 pages)View decision
