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 128312 results
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Decision Reference DRN-4072055
25 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4072055 The complaint Mr W complains about AXA Insurance UK Plc’s handling of their buildings insurance claim. All references to AXA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (3 pages)View decision -
Decision Reference DRN-4142065
25 May 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4142065 The complaint Mr H 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 H spoke with a representa... (43 pages)View decision -
Decision Reference DRN-4152398
25 May 2023 Society of Lloyd's UpheldInsuranceDRN-4152398 The complaint Mr M is unhappy that Society of Lloyd’s increased the price of his premiums for his income protection policy. What happened Mr M has an income protection policy. He’s unhappy because the price of the premiums increased three times during a year. The monthly premiu... (2 pages)View decision -
Decision Reference DRN-4080680
25 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4080680 The complaint Miss S complains that Santander UK Plc wouldn’t refund payments she didn’t authorise from her account and instead registered a default and appointed third party collection agents. What happened Miss S says that she had agreed to make one payment of £2,772.76 to a ... (3 pages)View decision -
Decision Reference DRN-4146475
25 May 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4146475 The complaint Mr and Mrs C complain that The National Farmers' Union Mutual Insurance Society Limited (NFU Mutual) unfairly declined a claim made on a legal expenses insurance policy. Where I refer to NFU Mutual within this decision, this includes agents and representative... (5 pages)View decision -
Decision Reference DRN-4151753
25 May 2023 Lloyds Bank PLC UpheldMortgagesDRN-4151753 The complaint Mr G complains that Lloyds Bank PLC trading as Scottish Widows Bank (“SWB”) failed to respond to his solicitors’ enquiries about whether his remortgage and transfer of title could go ahead. The offer he had then expired. Mr G wanted SWB to cover the resulting cost... (4 pages)View decision -
Decision Reference DRN-3256993
25 May 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3256993 The complaint Mr G 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 early 2013, Mr G says he was cold-call... (41 pages)View decision -
Decision Reference DRN-4083052
25 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4083052 The complaint Mr I complains that National Westminster Bank Plc closed his account and withheld his funds. He’d like his funds returned and compensation for the impact. What happened Mr I had an account with NatWest. On 17 March 2021 NatWest wrote a letter to Mr I informing him... (3 pages)View decision -
Decision Reference DRN-4149576
25 May 2023 City Credit Capital (UK) Ltd UpheldInvestmentsDRN-4149576 The complaint Mr S complains that City Credit Capital (UK) Ltd (CCC) allowed him to trade Contracts for Differences (CFDs) even though it wasn’t appropriate for him. He says CCC should’ve refused to allow him to open an account. What happened In August 2016 Mr S, through an unr... (7 pages)View decision -
Decision Reference DRN-4087470
25 May 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4087470 The complaint Mr W complains about advice he received around the transfer of benefits from his defined- benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. The advice was give... (10 pages)View decision