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 4323 results
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Decision Reference DRN-3691014
14 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3691014 The complaint Mr P has complained that ITI Capital Limited (‘ITI’) won’t provide him with a share certificate for a company in liquidation in which he is a shareholder. What happened In July 2020 Mr P’s two accounts, which he held with a previous firm that had gone into adminis... (3 pages)View decision -
Decision Reference DRN4877471
15 May 2019 Metro Bank PLC UpheldBanking and creditMr J, sole director of a limited company ‘E’, complains that an international payment made from E’s account with Metro Bank PLC did not reach its intended recipient. And the bank failed to explain why.backgroundI sent my provisional decision to both parties on 24 April... (5 pages)View decision -
Decision Reference DRN6566585
23 Jul 2019 Commercial First Mortgages Limited Not upheldBanking and creditMr B complains of delays by his mortgagee Commercial First Mortgages Limited in dealing with his application for its consent to the grant of a new lease of the commercial part of his property. backgroundMr B occupies the upper floor of his property and the ground floor, a shop, is let. The... (5 pages)View decision -
Decision Reference DRN-3701084
5 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3701084 The complaint Mr M has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policies to an occupational scheme in 2011. Mr M’s occupational scheme was subsequently found to be a vehicle for p... (5 pages)View decision -
Decision Reference DRN-4982192
23 Aug 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4982192 The complaint Mr C has complained about a transfer of his Phoenix Life Limited self-invested personal pension (SIPP) funds to a small self-administered scheme (SSAS ) in May 2013. Mr C’s SSAS funds were subsequently depleted and held no value. HMRC took action to close the S... (12 pages)View decision -
Decision Reference DRN0603388
29 Aug 2013 MBNA Limited Not upheldBanking and creditMr D complains that MNBA Limited sold the debt on his credit card and did not comply with the Lending Code. backgroundMr D began to suffer financial difficulties when his wife’s mental health problems deteriorated and she was unable to work as many days a week as had been expected. He c... (2 pages)View decision -
Decision Reference DRN4675217
21 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland Plc did not explain to him that agreeing a long term repayment plan would result in his account being defaulted, causing an adverse credit rating. He wants the adverse credit marker applied to be removed.background Mr T was in financial d... (1 page)View decision -
Decision Reference DRN2654666
18 Oct 2016 Santander UK Plc UpheldBanking and creditMr and Mrs T complaint that Santander UK Plc wrongly re-registered a default on their credit files.background Santander has agreed it made a mistake when it re-registered a default on Mr and Mrs T’s credit files in 2010. The default had originally been registered in A... (2 pages)View decision -
Decision Reference DRN7024588
26 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMrs D complains that Bank of Scotland plc (trading as BM Savings) didn’t tell her when her bond was about to mature and it failed to register her to receive gross interest.backgroundMrs D’s bond matured in 2013. But she didn’t receive notice from BM Savings that the bond was about to mat... (2 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision
