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 4569 results
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Decision Reference DRN-4652836
8 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4652836 The complaint Mrs M complains as a holder of a power of attorney (PoA) for her father Mr M, that Lloyds Bank PLC gave a poor service when she tried to register the PoA and that Lloyds doesn’t provide appropriate access for her and Mr M to his account. What happened In June 2023... (3 pages)View decision -
Decision Reference DRN5520758
14 Nov 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the way that Royal & Sun Alliance Insurance Plc (“RSA”) dealt with the insurance industry Claims Underwriting Exchange database (“CUE”) after an incident involving his car, and in particular that it: registered an “accident/collision” when his car did not make ... (3 pages)View decision -
Decision Reference DRN2664186
12 Dec 2018 Santander Consumer (UK) Plc UpheldBanking and creditMiss B complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc was not of satisfactory quality. She wants to reject the car and have her payments refunded.backgroundMiss B entered into a conditional sale agreement with ... (3 pages)View decision -
Decision Reference DRN4381407
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (6 pages)View decision -
Decision Reference DRN1640367
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (7 pages)View decision -
Decision Reference DRN-4179969
30 Jun 2023 One Call Insurance Services Limited Not upheldInsuranceDRN-4179969 The complaint Mrs K is unhappy with how One Call Insurance Services Limited (“One Call”) has administered her car insurance policy. She says she informed it she had points on her licence, but this information wasn’t passed to the insurer resulting in a claim settlement being re... (2 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN7863997
21 Aug 2019 Legal & General Insurance Limited UpheldPayment protection insurance (PPI)Mrs B is unhappy that Legal & General Insurance Limited (“L&G”) stopped her unemployment claim on her mortgage payment protection insurance (“PPI”) policy.Another business administered the policy, but L&G as the underwriter are ultimately responsible for the assessment and paym... (7 pages)View decision -
Decision Reference DRN-3084157
29 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3084157 The complaint Mr T complains that Santander UK Plc did not help recover the money paid to a scam investment company. What happened Mr T was contacted by a company called UFX.com who sold him an investment opportunity. He had no previous trading experience but was interested in ... (6 pages)View decision -
Decision Reference DRN6812837
4 Dec 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr Y complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) allowed someone to take out finance in his name. He says Barclays should remove his name from its records, apologise to him and refund his telephone costs backgroundBarclays wrote to Mr Y sa... (1 page)View decision
