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 4179 results
-
Decision Reference DRN-4266408
23 Aug 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4266408 The complaint Mr C complains that Quilter Life and Pensions Limited (Quilter) delayed the transfer of the cash part of his pension funds to his new pension provider (provider V), causing him financial detriment. He feels that Quilter’s practice of not transferring cash until al... (8 pages)View decision -
Decision Reference DRN0526115
9 Oct 2014 Black Horse Limited Not upheldBanking and creditMr B complains that Black Horse Limited recorded incorrect information on his credit file, and has said he is in arrears when this is not the case.backgroundMr B entered into a hire purchase agreement with Black Horse in July 2008 for the purchase of a car. He originally chose one vehic... (2 pages)View decision -
Decision Reference DRN-2964482
18 Feb 2022 Equifax Limited Not upheldConsumer CreditDRN-2964482 The complaint Mrs A complains Equifax Limited incorrectly removed details of her electoral roll registration from her credit file. What happened Mrs A says every year Equifax removes her electoral roll registration from her credit file when she has been consistently registered ... (3 pages)View decision -
Decision Reference DRN-2468526
19 Feb 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2468526 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited, trading as Skoda Financial Services (“SFS”), mishandled the lease agreement he had for a car. What happened In December 2017, Mr H entered a three-year lease agreement for a new car with SFS. Unfortun... (3 pages)View decision -
Decision Reference DRN-3973010
30 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3973010 The complaint Ms R and Mr T complain that Santander UK Plc made errors when it added Ms R to Mr T’s account that resulted in fraudulent activity on the joint account. Ms R and Mr T are unhappy with the redress offered by Santander UK Plc. What happened Ms R and Mr T visited a l... (2 pages)View decision -
Decision Reference DRN-3612787
16 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3612787 The complaint Ms J complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim following a theft from her vehicle, and its decision that the car was a total loss, under her motor insurance policy. Ms J is represented in her complaint by Mr C. I will re... (6 pages)View decision -
Decision Reference DRN7275253
2 Mar 2017 Standard Life Assurance Limited Not upheldInvestment and pensionsMr W complains about difficulties he had when he tried to register online to view and manage his pension plan. Standard Life Assurance Limited (Standard Life) has paid him compensation of £40. Mr W thinks that should be increased. backgroundMr W wrote to Standard L... (3 pages)View decision -
Decision Reference DRN4832200
16 Feb 2015 Capital Home Loans Limited Not upheldBanking and creditMr and Mrs K complain – through their solicitors - that Capital Home Loans Limited (‘CHL’) (1) wrongly appointed Law of Property Act (‘LPA’) receivers over their property and (2) applied unfair charges under that appointment.backgroundIn August 2007 Mr and Mrs K took out an interest... (3 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision
