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-2771930
26 Nov 2021 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-2771930 The complaint Mr S complains that James Hay Administration Company Ltd trading as James Hay Partnership (“James Hay”) hasn’t agreed to fully refund fraudulent payments from his Self- invested personal pension (SIPP). What happened Mr S has had a SIPP with James Hay since 2003.... (5 pages)View decision -
Decision Reference DRN-3878058
3 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3878058 The complaint Mr N complains about damage charges and an excess mileage charge Mercedes-Benz Financial Services UK Limited (“MBFS”) is asking him to pay. What happened In June 2018 Mr N entered into a hire purchase agreement (“agreement”) with MBFS for a new car costing £34,295... (7 pages)View decision -
Decision Reference DRN-4743698
27 Aug 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4743698 The complaint Mr C complains about the time it has taken Scottish Friendly Assurance Society Limited (Scottish Friendly) to process the transfer of his personal pension to another provider. What happened Mr C held two personal pensions – one of which was administered by Sco... (6 pages)View decision -
Decision Reference DRN-5054587
7 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5054587 The complaint Mrs W complains about the way National Savings and Investments (NS&I) dealt with her application for additional premium bonds. What happened In November 2023, Mrs W sent NS&I a premium bond application form together with a cheque for £15,000 to purchase... (5 pages)View decision -
Decision Reference DRN-3036968
4 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3036968 The complaint Miss N complains that HSBC UK Bank Plc did not do enough to help her recover the money she paid to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But ... (6 pages)View decision -
Decision Reference DRN-3319244
16 Feb 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3319244 The complaint Mr L complains that Royal & Sun Alliance Insurance Limited (RSA) failed to process his insurance policy correctly, leaving him without insurance. What happened Mr L says he bought a policy online from RSA in June 2019. In September he was pulled over by the po... (5 pages)View decision -
Decision Reference DRN-1347258
9 Jul 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1347258 The complaintMrs H complains Nationwide Building Society (“Nationwide”) removed her overdraft and later defaulted her account without giving her notice. What happenedMrs H brought her complaint to us as she was unhappy with the response from Nationwide when she complained to th... (5 pages)View decision -
Decision Reference DRN-5203373
11 Dec 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5203373 The complaint Mr D complains that Watford Insurance Company Europe Limited cancelled his car insurance policy and won’t pay his claim for the theft of his car. My references to Watford include its agents. What happened In 2024 Mr D bought a car. On 11 February 2024 he insure... (6 pages)View decision -
Decision Reference DRN-3709497
23 Sep 2022 Southern Pacific Mortgage Limited UpheldMortgagesDRN-3709497 The complaint Mr F and Mrs F complained about how a payment arrangement to reduce the arrears on their joint mortgage with Southern Pacific Mortgage Limited (“SPML”) showed on their credit files. Mr F said this had stopped him from buying a new home, and needed to be changed. W... (5 pages)View decision -
Decision Reference DRN-3329888
23 Feb 2022 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3329888 The complaint Mr B complains that Standard Life Assurance Limited carried out insufficient checks before permitting his pension to be transferred out to a Small Self-Administered Scheme (SSAS) operated by Greenchurch Capital Ltd. What happened Mr B’s representative says that in... (5 pages)View decision