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 4777 results
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Decision Reference DRN-3602793
15 May 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3602793 The complaint Mr S complained about a transfer of a Scottish Widows Limited (“SWL”) personal pension to an occupational scheme known as the Carrick Harbours Retirement Benefits Scheme (“Carrick Harbours RBS”). The transfer took place in February 2013. Mr S says SWL failed in it... (5 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN0188681
25 Mar 2018 National Westminster Bank Plc UpheldBanking and creditMs K complains that National Westminster Bank Plc (NatWest) has failed to provide redemption figures for a mortgage secured over her property, withheld information from her, threatened her with court action, and has wrongly charged her interest and pursued her for borr... (5 pages)View decision -
Decision Reference DRN9480148
11 Apr 2019 Moneybarn No. 1 Limited UpheldBanking and creditMrs P is unhappy with the quality of the car she acquired through Moneybarn No. 1 Limited. Mrs P is being represented by her husband, Mr P. For ease, I will refer to Mrs P throughout the decision.backgroundMrs P acquired a 2011 registration automatic car on finance ... (6 pages)View decision -
Decision Reference DRN-4300094
5 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4300094 The complaint Mr H complains that Nationwide didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr H saw an advert on social media for an opportunity to ... (5 pages)View decision -
Decision Reference DRN-4269286
18 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4269286 The complaint Miss D complains that ReAssure Limited unreasonably delayed the transfer of her pension. She says she lost out on opportunities to invest as a result. What happened Miss D held a personal pension with ReAssure. She contacted it about transferring her pension to a ... (5 pages)View decision -
Decision Reference DRN-3206297
6 Apr 2022 Haven Insurance Company Limited Not upheldInsuranceDRN-3206297 The complaint Mr A complains that Haven Insurance Company Limited declined his claim for his car when it was written off after an accident. He also complains that they cancelled his policy and sold the car at auction without his consent. What happened Mr A authorised his sister... (5 pages)View decision -
Decision Reference DRN-3836000
21 Dec 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3836000 The complaint Mr and Mrs C complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under sections 56, 75 and 140A of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mr ... (8 pages)View decision -
Decision Reference DRN-5416118
27 Mar 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5416118 The complaint Mr H has complained about his policy for his let holiday home, for the 2020 policy year being avoided (treated as though it never existed). This complaint is against AXIS Specialty Europe SE. What happened Mr H owns a property outside of the UK. He lets it out... (5 pages)View decision -
Decision Reference DRN-3997166
14 Jun 2023 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3997166 The complaint Mrs M says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) and that this caused the transfer value to fall by around £2,000. What happened Summary... (5 pages)View decision