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-3577305
4 Jul 2022 Alliance Trust Savings Limited UpheldPensions and AnnuitiesDRN-3577305 The complaint Mr S complains that Alliance Trust Savings Limited (“ATS”) has failed to deduct the correct recurring advisor charges from his pension savings. And he complains that ATS has failed to invest his regular contributions to his pension, leaving them instead on deposit... (4 pages)View decision -
Decision Reference DRN-3541383
4 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3541383 The complaint Miss S complains PayPal (Europe) Sarl et Cie SCA didn’t refund a payment to her after it said it would. She says this issue has caused her a lot of distress and inconvenience. What happened Miss S had purchased an item using her PayPal account in May 2020. She co... (2 pages)View decision -
Decision Reference DRN-3501665
4 Jul 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3501665 The complaint Mr M complains that Scottish Equitable Plc trading as AEGON have made numerous mistakes in its administration of his personal pension, causing him to suffer a loss. What happened Mr M took out a personal pension in 1986 and made regular contributions. His policy h... (6 pages)View decision -
Decision Reference DRN-3490842
4 Jul 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3490842 The complaint Mrs C complains that Creation Financial Services Limited mishandled her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) for a faulty sofa. What happened In March 2020 Mrs C purchased a sofa and two armchairs from a retailer which cost £1,400.... (4 pages)View decision -
Decision Reference DRN-3486912
4 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3486912 The complaint Mrs S complains about AXA Insurance UK PLC (AXA) settlement option, following a claim under her home insurance policy. What happened Mrs S made a claim for some lost items of jewellery. AXA sent its supplier and the claim was valued at £21,500, which was considere... (3 pages)View decision -
Decision Reference DRN-3170172
4 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3170172 The complaint Mr K complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Portal Financial ... (7 pages)View decision -
Decision Reference DRN-3427569
4 Jul 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3427569 The complaint The trustees of a trust I shall call P complain about how The Royal Bank of Scotland Plc (RBS) has proposed to put right a mistake it made in stating the wrong final settlement figure in P’s loan agreement. What happened The background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-3556239
4 Jul 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3556239 The complaint Mr W complains through his representatives that Everyday Lending Limited trading as Everyday Loans (Everyday) lent him money on high cost loans which he was unable to afford to repay. What happened Everyday provided the following loans to Mr W: Date Amount Term In... (3 pages)View decision -
Decision Reference DRN-3109926
4 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3109926 The complaint Mr Q has complained about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr Q’s OPS benefits on an ‘insistent client’ basis to a personal pensi... (11 pages)View decision -
Decision Reference DRN-3304685
4 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3304685 The complaint Ms F and Mr W complain about how Nationwide Building Society dealt with a payment into their account. What happened Mr W says his uncle attempted to transfer £250,000 into his Nationwide account. He says the payment was rejected on three occasions by Nationwide de... (2 pages)View decision
