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 4269 results
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Decision Reference DRN-3024818
8 Oct 2021 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3024818 The complaint Mr B complains about the amount of time it took Utmost Life and Pensions Limited to transfer his personal pension from it to another pension provider. Mr B says that he has lost out financially due to the delay. What happened Mr B instructed Utmost to transfer his... (8 pages)View decision -
Decision Reference DRN-4954722
8 Aug 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4954722 The complaint Mr P has complained about a transfer of his personal pension provided by Scottish Equitable Plc trading as AEGON to an occupational scheme in January 2013. Mr P’s transferred pension money was largely invested in a storage pod scheme, offered by Store First Lim... (8 pages)View decision -
Decision Reference DRN-5149247
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5149247 The complaint Miss S complains that Revolut Ltd won’t return funds she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Miss S said the following payments were made to what she thought was a cry... (8 pages)View decision -
Decision Reference DRN6350194
21 May 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms S are complaining that they received poor service from U K Insurance Limited (T/A Direct Line) when they made a claim on their car insurance policy.backgroundIn September 2017, Mr C and Ms S were involved in a car accident while on holiday in France. The... (8 pages)View decision -
Decision Reference DRN1205328
2 Jul 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)C complains about the way Aviva Insurance Limited handled the damaged stock element of its commercial insurance fire damage claim.backgroundI issued a provisional decision on this complaint in May 2018, a copy of which is attached to this final decision. Aviva repl... (8 pages)View decision -
Decision Reference DRN-2940329
23 Jul 2021 Blue Motor Finance Ltd UpheldConsumer CreditDRN-2940329 Complaint Mr T has complained about a hire-purchase agreement that Blue Motor Finance Ltd (“BMF”) entered into with him. He’s said the agreement was unaffordable for him as he already had a car on finance which he was making payments to. He’s also said that he wasn’t told the t... (8 pages)View decision -
Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision -
Decision Reference DRN-4704550
5 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704550 The complaint Mr W complains National Westminster Bank Plc (“NatWest”): - Made it onerous for him to speak to the team which deals with reasonable adjustments and vulnerable customers when he wanted to make a payment in December 2022 to his overseas supplier - Won’t refund two ... (8 pages)View decision -
Decision Reference DRN-2475555
20 Jan 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2475555 The complaint Mr B and Mrs B complain that TSB Bank plc stopped paying interest on their account. What happened Mr B told us that he opened three TSB classic plus accounts in around November 2014, one in his sole name, and one in the name of him and a close relative, as well as... (7 pages)View decision -
Decision Reference DRN-3668915
29 Sep 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3668915 The complaint Mr B complains about the length of time it took Hargreaves Lansdown Asset Management Limited (HLAM) to complete the in-specie transfer of his self invested personal pension (SIPP) to another provider. In particular he says that its failure to transfer the cash wit... (7 pages)View decision
