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 122624 results
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Decision Reference DRN-3398882
13 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3398882 The complaint U complains that National Westminster Bank Plc (“NatWest”) delayed the closure of its US Dollar Business (USD) account, causing cancelled orders and damage to its reputation. What happened U first requested for its USD account to be closed on 1 February 2021. Vari... (2 pages)View decision -
Decision Reference DRN-3591936
13 Oct 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3591936 The complaint Mr J complains about the advice given by Utmost Life and Pensions Limited (‘Utmost’) to transfer the benefits from his deferred defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this ha... (7 pages)View decision -
Decision Reference DRN-3498399
13 Oct 2022 Norrix Financial Services Limited UpheldPensions and AnnuitiesDRN-3498399 The complaint Mr C complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan, in 2007. Mr C says the advice was unsuitable for him and believes this has caused him a financial loss. Norrix... (9 pages)View decision -
Decision Reference DRN-3752205
13 Oct 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3752205 The complaint Mr P and Ms R are unhappy with the way in which Astrenska Insurance Limited has handled a claim they made on their travel insurance policy. What happened In January 2020, Mr P and Ms R booked a trip abroad to a country I’ll refer to as ‘D’ for them and their child... (5 pages)View decision -
Decision Reference DRN-3751230
13 Oct 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3751230 The complaint Mr E complains that Capital One (Europe) plc acted irresponsibly when they offered him a credit card as he had only just finished repaying a debt to them. What happened Mr E first took out a credit card with Capital One in 2013. In 2016 Mr E got into difficulties ... (3 pages)View decision -
Decision Reference DRN-3579605
13 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3579605 The complaint Mr S complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held with his former employer. Portal processed the transfer of Mr S’ DB scheme benefits to a Self-Investe... (9 pages)View decision -
Decision Reference DRN-3748988
13 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3748988 The complaint Ms R complains that Portal Financial Services LLP (Portal) provided unsuitable advice to transfer her personal pension to a SIPP, causing her a loss in pension benefits. What happened Ms R received advice, regarding her pension, from Portal in November 2013. She h... (7 pages)View decision -
Decision Reference DRN-3430680
13 Oct 2022 Yorkshire Building Society UpheldBanking and PaymentsDRN-3430680 The complaint Ms C is seeking to recover approximately £30,000 from Yorkshire Building Society trading as Chelsea Building Society (‘CBS’) which she lost from her account as the result of a third- party scam. CBS says it is not liable for the loss because Ms C unwittingly autho... (6 pages)View decision -
Decision Reference DRN-3751869
13 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3751869 The complaint Mr R and Mrs R have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly made a fraud finding when it investigated a claim under their home insurance policy. References to RSA include companies acting on its behalf. What happened Mr R and Mrs ... (4 pages)View decision -
Decision Reference DRN-3584777
13 Oct 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3584777 The complaint Mr S complains about MotoNovo Finance Limited’s (“MotoNovo”) decision to lend him. Mr S has been represented by a third party. But for clarity, I’ve only referred to Mr S throughout this decision. What happened Mr S entered into a hire purchase agreement with Moto... (4 pages)View decision
