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-3818998
30 Jan 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3818998 The complaint Ms S complains about PayrNet Limited’s actions when reviewing and subsequently closing her account. Ms S is particularly unhappy with how long it took to receive her funds back. She would like compensation. Ms S held a Pockit branded account – who provided service... (4 pages)View decision -
Decision Reference DRN-3860622
30 Jan 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3860622 The complaint Mr L complains that The National Farmers' Union Mutual Insurance Society Limited (NFU) has poorly handled his claim for storm damage. Also, that it wouldn’t deal with a claim for missing jewellery and contents allegedly left outside by its contractors. What h... (3 pages)View decision -
Decision Reference DRN-3375647
30 Jan 2023 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3375647 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. AJH Financial Services Limited is responsible for answering this complaint and so to keep things consistent, I... (11 pages)View decision -
Decision Reference DRN-3933195
30 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3933195 The complaint Mr D complains that Nationwide Building society (“Nationwide”) will not refund a disputed transaction. What happened In December 2017 Mr D paid £999.98 for power meter pedals. In August 2019 Mr D started experiencing problems with the pedals. He ... (4 pages)View decision -
Decision Reference DRN-3754277
30 Jan 2023 Skrill Limited UpheldBanking and PaymentsDRN-3754277 The complaint Mr H is unhappy with Skrill Limited’s decision to close his account and retain his funds. What happened In April 2022, Mr H opened an account with Skrill and made deposits into it. Mr H opened a further account using a different email address. Following this, Skri... (3 pages)View decision -
Decision Reference DRN-3929229
30 Jan 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-3929229 The complaint Miss H complains about a used car she acquired through a credit agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). The car caught fire while Miss H was driving it and before the fire could be extinguished significant damage was c... (9 pages)View decision -
Decision Reference DRN-3739261
30 Jan 2023 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3739261 The complaint Ms I complains CIGNA Life Insurance Company of Europe SA-NV (CIGNA) unfairly cancelled her policy, refused to pay claims and provided poor customer service. What happened Ms I held a private medical insurance policy underwritten by CIGNA, which renewed annually. I... (4 pages)View decision -
Decision Reference DRN-3844663
30 Jan 2023 Action 365 Ltd UpheldInsuranceDRN-3844663 The complaint Miss B complains about how Action 365 Limited (“Action”) administered her motor insurance policy. What happened Miss B had a motor insurance policy arranged through Action who is a broker. In May 2022 Miss B called Action to make a change to her policy. She was to... (2 pages)View decision -
Decision Reference DRN-3933739
30 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3933739 The complaint A company, which I’ll refer to as C, complains about poor service from HSBC UK Bank Plc, when trying to open a bank account. Mr and Mrs W, who are directors of C, bring the complaint on C’s behalf. What happened In summary, this complaint arises from C’s attempts ... (3 pages)View decision -
Decision Reference DRN-3922416
30 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3922416 The complaint Mr B complains about a catalogue account with J D Williams & Company Limited, that was opened using some of his personal details. What happened In November 2020, an account was opened with JD Williams in Mr B’s name. However, the person who opened the account ... (4 pages)View decision