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 121479 results
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Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision -
Decision Reference DRN-5350892
24 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5350892 The complaint Mrs G complains about Ageas Insurance Limited’s handling of a home insurance claim. Ageas has been represented on the claim by its agents, including its contractors. For simplicity, at points, I’ve referred to the actions of Ageas’ agents as being its own. What... (9 pages)View decision -
Decision Reference DRN-5350623
24 Feb 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5350623 The complaint Miss R has complained about a transfer of her Legal and General Assurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in October 2014. Miss R’s QROPS was subsequently used to invest in the CFS Mutual ... (14 pages)View decision -
Decision Reference DRN-5351897
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5351897 The complaint Mr L complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (38 pages)View decision -
Decision Reference DRN-5199207
24 Feb 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5199207 The complaint Mr J is unhappy with the financial remedy offered by Mercedes-Benz Financial Services UK Limited (MBFS) for a faulty car they supplied to him under a hire purchase agreement. What happened In April 2023 Mr J was supplied with a used car through a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5271826
24 Feb 2025 Wakam UpheldInsuranceDRN-5271826 The complaint Miss H complains that Wakam unfairly cancelled her policy and limited a claim to a proportional settlement, under her home buildings insurance policy. What happened Miss H contacted Wakam to make a claim for an escape of water. Shortly afterwards it contacted h... (4 pages)View decision -
Decision Reference DRN-5350257
24 Feb 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5350257 The complaint Mr F complains about the service provided by Shawbrook Bank Limited when he opened an online savings account with it in August 2024. Mr F’s account was never funded, and has since been closed. What happened Mr F told us he had opened a new savings account with ... (5 pages)View decision -
Decision Reference DRN-5184909
24 Feb 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5184909 The complaint Miss B is unhappy with Skipton Building Society. Miss B wanted to transfer an ISA from another bank “M” to Skipton. Miss B contacted Skipton on 20 October 2022. She was told the transfer would take seven working days and she was looking to complete on 22 Novemb... (7 pages)View decision -
Decision Reference DRN-5161330
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5161330 The complaint Mr C complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (39 pages)View decision -
Decision Reference DRN-5048732
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5048732 The complaint Mr J is unhappy with the service he’s received from Barclays Bank UK Plc (Barclays) in relation to two payments he attempted to make from his current account and a subsequent Subject Access Request (SAR). What happened In June 2024 Mr J attempted to make a lar... (7 pages)View decision
