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-3727833
29 Sep 2022 Nationwide Building Society UpheldInvestmentsDRN-3727833 The complaint The estate of Ms C complains that Nationwide Building Society failed to keep accurate records of the late Ms C’s fixed rate bond. The estate of Ms C says this resulted in her losing out on interest which her estate should be entitled to. The estate of Ms C is repr... (3 pages)View decision -
Decision Reference DRN-3707417
29 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3707417 The complaint Ms B complains that Transunion International UK Limited (Transunion) was displaying incorrect information on her credit file and they failed to act on it when she notified them. What happened Ms B was a guarantor for a loan her son took out with a company I’ll cal... (3 pages)View decision -
Decision Reference DRN-3375749
29 Sep 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3375749 The complaint Mr B complains that the compensation offered by The Prudential Assurance Company Limited when it failed to pay his pension benefits in a timely manner is derisory. What happened Mr B held pension benefits with Prudential. He reached 55 years of age in May 2021, an... (4 pages)View decision -
Decision Reference DRN-3645897
29 Sep 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3645897 The complaint Mr A complains that The Co-operative Bank Plc (‘The Co-op’) won’t reimburse the money he’s lost to a fraudster. What’s happened? Mr A has fallen victim to a cryptocurrency investment scam. He says that he wanted to invest in cryptocurrency but had no prior investm... (6 pages)View decision -
Decision Reference DRN-3682183
29 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3682183 The complaint Mr G complains that Transunion International UK Limited (Transunion) failed to correctly update his credit report with his electoral register information, causing him to miss out on lower interest rate credit deals. What happened In December 2020, Mr G moved from ... (3 pages)View decision -
Decision Reference DRN-3643426
29 Sep 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3643426 The complaint Mr R complains that Starling Bank Limited won’t refund him for transactions he says he didn’t authorise. What happened On 10 October 2021, Mr R was robbed in his home, he was physically assaulted, and, amongst other possessions, his phone and bank cards were stole... (3 pages)View decision -
Decision Reference DRN-3727584
29 Sep 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3727584 The complaint Mr D complains about a loan provided to him by Madison CF UK Limited, trading as 118 118 Money, (“118 118 Money”), which he says was unaffordable. His complaint is brought to this Service by a firm of solicitors. But for ease I shall refer below to all actions bei... (6 pages)View decision -
Decision Reference DRN-3709456
29 Sep 2022 Brian Thornhill & Son Insurance Brokers Limited UpheldInsuranceDRN-3709456 The complaint Mr and Mrs J have complained that Brian Thornhill & Son Insurance Brokers Limited (BTS) provided incorrect information when they tried to find out if their business interruption insurance policy would cover a claim for Covid-19. What happened Mr and Mrs J held... (3 pages)View decision -
Decision Reference DRN-3727453
29 Sep 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3727453 The complaint Mr A complains about the quality of a van that was supplied to him under a conditional sale agreement with PSA Finance UK Limited (“PSA”). What happened On 13 November 2020 Mr A took out a conditional sale agreement with PSA for a used van. The van was just over t... (11 pages)View decision -
Decision Reference DRN-3668915
29 Sep 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3668915 The complaint Mr B complains about the length of time it took Hargreaves Lansdown Asset Management Limited (HLAM) to complete the in-specie transfer of his self invested personal pension (SIPP) to another provider. In particular he says that its failure to transfer the cash wit... (7 pages)View decision
