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 120436 results
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Decision Reference DRN-3577150
4 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3577150 The complaint Mr and Mrs W complain that Royal & Sun Alliance Insurance Limited (RSA) has caused huge delays in resolving their claim for subsidence damage to their home and caused damage to their contents. What happened I sent the parties a provisional decision in May 2022... (5 pages)View decision -
Decision Reference DRN-3520968
4 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3520968 The complaint Mr E complains about information provided by National Westminster Bank Plc to credit reference agencies in relation to his credit card. What happened For a number of years before the events leading to this complaint, Mr E held a NatWest credit card. He had a credi... (3 pages)View decision -
Decision Reference DRN-3275127
4 Jul 2022 Handelsbanken plc UpheldBanking and PaymentsDRN-3275127 The complaint Mr J complains that Handelsbanken plc has made unjustified information requests from him. What happened Mr J says Handelsbanken asked him for personal information from 2020 into 2021. He says he was hounded by Handelsbanken into providing information which he says... (2 pages)View decision -
Decision Reference DRN-3577117
4 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3577117 The complaint Mr S complains about the way Santander UK Plc dealt with his claim for a refund of £1,636 he paid using his credit card to fund a contract with a third party (“A”). What happened Mr S had a dispute with A arising from a contract he entered into that was funded wit... (4 pages)View decision -
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
