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 121668 results
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Decision Reference DRN-3690906
13 Sep 2022 Standard Life Savings Limited UpheldPensions and AnnuitiesDRN-3690906 The complaint Mr B complains about delays by Standard Life Savings Limited (SL) in the transfer of his pension funds. What happened Mr B said he transferred his pension cash of over £460,000 from one SL pension product to another and it was received by it on 19 March 2021. SL d... (5 pages)View decision -
Decision Reference DRN-3697542
13 Sep 2022 Jelf Insurance Brokers Limited UpheldInsuranceDRN-3697542 The complaint A company I will refer to as S has complained about the service provided by its brokers, Jelf Insurance Brokers Limited trading as Marsh Commercial. What happened I issued a provisional decision on this matter in August 2022, the main parts of which are copied bel... (5 pages)View decision -
Decision Reference DRN-3637552
13 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3637552 The complaint Mr W complains that due to issues in setting up his Junior ISA with National Savings and Investments (NS&I) he didn’t receive the correct amount of interest and the total value of his ISA was permanently reduced. Mr W is represented by a family member but for ... (3 pages)View decision -
Decision Reference DRN-3664251
12 Sep 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3664251 The complaint Mr T complains that Creation Consumer Finance Ltd rejected his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2021 Mr T purchased a mattress, bed frame and headboard from a supplier and entered into a fixed sum loan agreement with Cre... (3 pages)View decision -
Decision Reference DRN-3633141
12 Sep 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3633141 The complaint Miss C complains that Retail Money Market Ltd trading as RateSetter took two payments from her in a short period of time when she asked to change her payment date. She’s also unhappy that four missed payments have been recorded on her account instead of three. Wha... (3 pages)View decision -
Decision Reference DRN-3649769
12 Sep 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3649769 The complaint Mrs M complains that Watford Insurance Company Europe Limited (Watford) cancelled her motor insurance policy when she came to make a claim, saying that she hadn’t given correct information when she took out the policy. References to Watford include other organisat... (3 pages)View decision -
Decision Reference DRN-3655863
12 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3655863 The complaint Mr and Mrs H complain about errors and delays when they made a mortgage application to Barclays Bank UK PLC. What happened Mr and Mrs H applied to Barclays for a mortgage in late 2021. Barclays accepts it made a number of errors during the application process and ... (2 pages)View decision -
Decision Reference DRN-3588830
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588830 The complaint Mr K complains Barclays Bank UK PLC unfairly closed his personal accounts and recorded a CIFAs marker against him. He says this caused him financial loss, including having to agree a buy-to-let mortgage with a third-tier lender, as well as considerable distress. W... (3 pages)View decision -
Decision Reference DRN-3593979
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3593979 The complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) have unfairly refused to refund over £26,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In sum... (3 pages)View decision -
Decision Reference DRN-3688125
12 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3688125 The complaint Mrs and Mr C complained about Aviva Insurance Limited. They aren’t happy about the way it dealt with a claim under their property owners insurance policy and their loss of rent caused by the delay. What happened Mrs and Mr C made a claim under their property owner... (2 pages)View decision
