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 4385 results
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Decision Reference DRN7508260
7 Mar 2018 Alliance Trust Savings Limited UpheldInvestment and pensionsMr D says that Alliance Trust Savings Limited (ATS) incorrectly applied paper statement charges to his ISA and pension accounts even though he had registered with ATS for free online statements.Mr D wants ATS to refund the statement charges, apologise to him and pay hi... (3 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN-4652836
8 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4652836 The complaint Mrs M complains as a holder of a power of attorney (PoA) for her father Mr M, that Lloyds Bank PLC gave a poor service when she tried to register the PoA and that Lloyds doesn’t provide appropriate access for her and Mr M to his account. What happened In June 2023... (3 pages)View decision -
Decision Reference DRN-5316570
12 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5316570 The complaint Mr G complains that MBNA Limited rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr G made the purchase along with his wife, but as the deposit was made by him using his credit card account, he is the eligible complainant. For simplicity, in thi... (5 pages)View decision -
Decision Reference DRN2664186
12 Dec 2018 Santander Consumer (UK) Plc UpheldBanking and creditMiss B complains that the car she acquired through a conditional sale agreement with Santander Consumer (UK) Plc was not of satisfactory quality. She wants to reject the car and have her payments refunded.backgroundMiss B entered into a conditional sale agreement with ... (3 pages)View decision -
Decision Reference DRN5520758
14 Nov 2014 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the way that Royal & Sun Alliance Insurance Plc (“RSA”) dealt with the insurance industry Claims Underwriting Exchange database (“CUE”) after an incident involving his car, and in particular that it: registered an “accident/collision” when his car did not make ... (3 pages)View decision -
Decision Reference DRN9804110
9 Aug 2013 HSBC Bank plc Not upheldBanking and creditMrs T, who is represented by one of the attorneys she has appointed to act on her behalf, complains that HSBC Bank Plc (HSBC) has frozen her account. background Mrs T signed an enduring power of attorney appointing two of her daughters to act jointly and severally on her behalf. The ... (1 page)View decision -
Decision Reference DRN4381407
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (6 pages)View decision -
Decision Reference DRN8993724
19 Dec 2019 The Share Centre Limited Not upheldInvestment and pensionsMr L complains on behalf of his company about an administrative error by The Share Centre Limited which he says has caused financial loss.backgroundMr L held shares in an overseas company, having originally invested £29,977. The Share Centre contacted Mr L to explain that if he wanted to r... (4 pages)View decision -
Decision Reference DRN1640367
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (7 pages)View decision
