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 128312 results
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Decision Reference DRN-3985648
23 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3985648 The complaint Mr P complains, in summary, about the unsatisfactory customer service provided by Clydesdale Bank Plc, trading as Virgin Money, (“Virgin Money”) with regard to his current account and savings accounts. What happened Mr P is concerned about the customer service he ... (5 pages)View decision -
Decision Reference DRN-3880331
23 Feb 2023 Phoenix Life Limited UpheldInvestmentsDRN-3880331 The complaint Mr D complains that Phoenix Life Limited has paid him an incorrect claim value under his whole of life policy, which was less than it previously quoted. He feels Phoenix Life unreasonably created a loss of expectation and failed to explain why it had initially giv... (5 pages)View decision -
Decision Reference DRN-3907944
23 Feb 2023 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-3907944 The complaint Mr H complains about the investment losses he says Suffolk Life Pensions Limited trading as Curtis Banks Pensions (Curtis Banks) caused, when an instruction to reduce the income payments he took from his self invested personal pension (SIPP) was carried out, but h... (6 pages)View decision -
Decision Reference DRN-3955784
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3955784 The complaint V’s complaint is about a claim they made on their Royal & Sun Alliance Insurance Limited (‘RSA’) commercial liability insurance policy. V says RSA treated it unfairly. In this decision I’ve referred to V’s submissions as its own rather than made by its represe... (4 pages)View decision -
Decision Reference DRN-3985093
23 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3985093 The complaint Ms M complains that Metro Bank PLC (“Metro”) won’t refund the money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefl... (4 pages)View decision -
Decision Reference DRN-3985086
23 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3985086 The complaint The estate of Mr P is unhappy that Lloyds Bank PLC didn’t include the requested reference details when making a payment to its solicitors. What happened Following the death of Mr P, Lloyds transferred money from the late Mr P’s account to the solicitors appointed ... (2 pages)View decision -
Decision Reference DRN-3645345
23 Feb 2023 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-3645345 The complaint Mrs R complains about the advice given by AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She say... (10 pages)View decision -
Decision Reference DRN-3972386
23 Feb 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3972386 The complaint Mr T is unhappy that prior to Sainsbury’s Bank Plc closing his credit card account he experienced repeated issues in accessing his online banking. He’s also unhappy he requested paper statements, but these weren’t received. What happened Mr T has been experiencing... (3 pages)View decision -
Decision Reference DRN-3982437
23 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3982437 The complaint Mr Q complains that TSB Bank plc did not treat him fairly when he was repaying an overdraft. What happened Mr Q says he decided to switch his current account to a different bank in October 2021. He says that the new bank would not transfer his overdraft so he agre... (3 pages)View decision -
Decision Reference DRN-3931206
23 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3931206 The complaint Mr C complains Loans 2 Go Limited (‘L2G’) irresponsibly lent to him. What happened L2G approved Mr C for a £1,000 in January 2021. The term of the loan was 18 months, with repayments of approximately £230 per month. The APR on the loan was over 1,000%. Mr C says t... (3 pages)View decision