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 4282 results
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Decision Reference DRN-3194723
6 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3194723 The complaint Ms A complains that Sainsbury’s Bank Plc has gave her wrong information and poor customer service. Ms A is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Ms A... (5 pages)View decision -
Decision Reference DRN3213015
17 Jan 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss G complains about the valuation UK Insurance Limited (“UKI”) placed on her car after it was declared a total loss. She thought she’d been offered a trade price and it was less than similar cars she seen advertised for sale.Mrs G, Miss G’s mother, brings the comp... (2 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 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 DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN-3934684
31 Jan 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3934684 The complaint Mr J complains that the value of his pension savings transferred to another provider by Standard Life Assurance Limited was lower than it should have been. He says that the time taken to complete the disinvestment process meant that Standard Life actually received... (3 pages)View decision -
Decision Reference DRN9848361
29 Sep 2016 Financial Administration Services Limited Not upheldInvestment and pensionsMr P complains that Financial Administration Services Limited (FAS) didn’t transfer of his investments correctly.backgroundMr P held funds in an ISA wrapper with a provider I’ll call H and he wished to transfer them to FAS. He had three funds and when he spoke to FA... (2 pages)View decision -
Decision Reference DRN8717502
15 Dec 2017 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK PLC registered a default on his credit file.backgroundMr C has made a number of previous complaints about his Santander account and the ownership of that account. He says he didn’t receive any statements or contact from Santander about... (2 pages)View decision -
Decision Reference DRN4180855
4 May 2018 Nationwide Building Society Not upheldBanking and creditMiss B complains that Nationwide Building Society could not accept her request online to issue a cheque resulting in financial loss.backgroundMiss B tried to use the Nationwide online system to order a cheque to be sent to her. She could not do so. She spoke to a me... (2 pages)View decision -
Decision Reference DRN2833549
6 Jun 2019 Equifax Limited Not upheldBanking and creditMr A complains that his credit file with Equifax Limited doesn’t show him as being on the electoral roll at his stated address. He says this has affected his ability to obtain credit.backgroundMr A says he moved into the address in question and then successfully ap... (2 pages)View decision
