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-3980504
22 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3980504 The complaint Mr D and Miss J complain about the customer service U K Insurance Limited trading as NatWest Insurance (UKI) provided in connection with a legal expenses insurance (LEI) claim. As Miss J has been leading on this complaint, for ease, I’ve referred to her throughout... (3 pages)View decision -
Decision Reference DRN-3701971
22 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3701971 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments sent from his account which he didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (3 pages)View decision -
Decision Reference DRN-3826656
22 Feb 2023 LEBC Group Limited UpheldPensions and AnnuitiesDRN-3826656 The complaint Mr T complains that LEBC Group Limited (LEBC) failed to provide advice to him in good time and didn’t respond to queries despite him paying fees for ongoing services. He would like the fees refunded and compensation for the inconvenience caused. What happened Mr T... (3 pages)View decision -
Decision Reference DRN-3978424
22 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3978424 The complaint Mr T is unhappy Nationwide Building Society placed a block on his account and requested he provide further identification before he can use his account again. What happened Mr T holds a FlexBasic current account with Nationwide. On or around 8 June 2022, Mr T rece... (4 pages)View decision -
Decision Reference DRN-3856261
22 Feb 2023 Vitality Health Limited UpheldInsuranceDRN-3856261 The complaint Mr and Mrs S complain that Vitality Health Limited’s private health insurance policy wasn’t fit for their purpose and about its service. My reference to Vitality includes its agents. What happened Mr and Mrs S took out private health insurance insured by Vitality ... (5 pages)View decision -
Decision Reference DRN-3982326
22 Feb 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3982326 The complaint A trustee of D, a self-invested personal pension (SIPP), complains that poor customer service by The Royal Bank of Scotland Plc prevented D from benefiting from RBS’ incentivised bank account switching scheme. This complaint has been referred to us by Miss H, a re... (5 pages)View decision -
Decision Reference DRN-3907650
22 Feb 2023 Think Money Limited UpheldBanking and PaymentsDRN-3907650 Complaint Mr F is unhappy that Think Money Limited didn’t do more to protect him when he fell victim to a scam. Background The facts of this complaint are well known to both parties and so I don’t intend to set them out comprehensively. In 2021, Mr F fell victim to a romance sc... (3 pages)View decision -
Decision Reference DRN-3977094
22 Feb 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3977094 The complaint Miss R complains that a default was unfairly put on her credit file by Santander UK Plc (Santander). She says Santander withdrew its offer of an arrangement to pay off her current account’s overdraft debt in an affordable way due to an unnotified policy change. Wh... (3 pages)View decision -
Decision Reference DRN-3944557
22 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3944557 The complaint Mr L complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Mr L says he was cold-call... (44 pages)View decision -
Decision Reference DRN-3769809
22 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3769809 The complaint Mr B complains to Gallium Fund Solutions Limited that he was mis sold a 3 Year Fixed Monthly Income IFISA Bond in July 2017. He says that he was not made aware when he invested that his funds would be lent to one business and not diversified to spread the risk. Wh... (5 pages)View decision