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 125299 results
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Decision Reference DRN-3781148
31 Oct 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3781148 The complaint Ms B complains that Madison CF UK Limited (trading as 118 118 Money) applied a default to her loan account. What happened Ms B says 118 118 Money applied a default to her account even though she had a good repayment record, was almost at the end of her loan and he... (3 pages)View decision -
Decision Reference DRN-3755294
31 Oct 2022 Santander UK Plc UpheldConsumer CreditDRN-3755294 The complaint Mr B complains about poor service when he applied to Santander UK Plc for a loan. What happened Mr B applied to Santander for a loan in September 2021. He made a complaint about delays when Santander wrote to ask for more information. He didn’t consider this neces... (3 pages)View decision -
Decision Reference DRN-3780051
31 Oct 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3780051 The complaint Mrs M has complained that Tesco Personal Finance PLC, trading as Tesco Bank, (“Tesco”) has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mrs M, along with her husband, attended a sales presentation by a busines... (10 pages)View decision -
Decision Reference DRN-3776369
31 Oct 2022 TenetConnect Services Limited UpheldPensions and AnnuitiesDRN-3776369 The complaint Mrs B complains about advice she was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. She says the advice was unsuitable for her and believes this has caused a financial loss. Tenet Connect Limi... (9 pages)View decision -
Decision Reference DRN-3749369
31 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3749369 The complaint Miss D is unhappy with the service she received from HSBC UK Bank Plc surrounding a transfer of £85,000 she attempted to make to a third-party bank. What happened On 8 January 2022, Miss D instructed HSBC to transfer £85,000 from her account held with a HSBC admin... (3 pages)View decision -
Decision Reference DRN-3628223
31 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3628223 The complaint Mrs C complains that The Royal London Mutual Insurance Society Limited (“Royal London”) has repeatedly failed to deal with pension contributions from her, and her employers, in an efficient manner. What happened Mrs C holds a personal pension plan with Royal Londo... (3 pages)View decision -
Decision Reference DRN-3780510
31 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3780510 The complaint Mr P complains that The Royal London Mutual Insurance Society Limited (“Royal London”) has failed to treat him fairly when dealing with his request to put his pension savings into payment. What happened Mr P has been assisted in making this complaint by his financ... (4 pages)View decision -
Decision Reference DRN-3749694
31 Oct 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3749694 The complaint Mr F and Ms R have complained about the way a fire damage claim was dealt with by the insurer St Andrew's Insurance Plc when they made a claim under their home insurance policy. All reference to the insurer in my decision includes its agents. What happened Un... (3 pages)View decision -
Decision Reference DRN-3592341
31 Oct 2022 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3592341 The complaint Mr J complains about the advice given by AJH Financial Services Ltd (‘AJH’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS is a defined benefit (‘DB’) occupational pension scheme. He says the advice wa... (13 pages)View decision -
Decision Reference DRN-3456696
31 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3456696 The complaint Mr T complains that National Westminster Bank PLC (NatWest) blocked and closed his accounts, without giving advance notice and without explaining why. What happened Mr T told our service NatWest blocked his personal and savings accounts on 14 September 2020. He sa... (2 pages)View decision
