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 363925 results
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Decision Reference DRN-5184738
3 Dec 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5184738 The complaint Mr B complains that The Prudential Assurance Company Limited (Prudential) caused avoidable delays to the transfer of his pensions from a provider I’ll refer to as provider T. He also complains about the time taken to invest the funds once Prudential received th... (12 pages)View decision -
Decision Reference DRN-4793900
3 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4793900 The complaint Mr B complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2023, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (9 pages)View decision -
Decision Reference DRN-5139129
3 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5139129 The complaint Mr K complains Nationwide Building Society aren’t providing communications about his bond that are clear and has all the relevant details in one place. He thinks its service is poor. What happened A summary of what happened is below. Mr K had a Fixed Term Bond ... (2 pages)View decision -
Decision Reference DRN-5184743
3 Dec 2024 True Potential Investments LLP UpheldPensions and AnnuitiesDRN-5184743 The complaint Mr B complains that True Potential Investments LLP (True Potential) caused avoidable delays to the transfer of his pensions to a provider I’ll refer to as provider P. He felt this had led to a financial loss. What happened Mr B had two personal pension policies... (12 pages)View decision -
Decision Reference DRN-5152839
3 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5152839 The complaint Mrs W and Mr W are unhappy with the service provided by AXA Insurance UK Plc after making a claim following an escape of oil that damaged their home. Mrs W and Mr W are both parties to this complaint. For ease of reference I have referred to Mr W throughout th... (4 pages)View decision -
Decision Reference DRN-5180734
3 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5180734 The complaint Ms M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5138963
3 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5138963 The complaint Mr K complains Metro Bank PLC (Metro) provided poor customer service when he called them, requesting an encrypted password for a document. What happened Mr K says on a bank holiday in late August 2024 he telephoned Metro to obtain an encrypted password for a do... (2 pages)View decision -
Decision Reference DRN-5082031
3 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5082031 The complaint Messrs D complain about the consequences of an account restriction applied by National Westminster Bank Plc trading as Ulster Bank (Ulster), in particular the impact on a direct debit (DD) instruction. Messrs D are represented by a third party. What happened In... (3 pages)View decision -
Decision Reference DRN-5164910
3 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5164910 The complaint Mr G complains National Westminster Bank Plc (NatWest) failed to provide him with historic statements going back to between 2005 to 2011. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again. The facts ar... (2 pages)View decision -
Decision Reference DRN-5184780
3 Dec 2024 Alan Steel (Asset Management) Limited Not upheldInvestmentsDRN-5184780 The complaint Mr and Mrs R have complained about the advice they received from Alan Steel (Asset Management) Limited (‘ASAM’) regarding their investment in the Woodford Equity Income Fund (‘WEIF’). They have also complained about the information they received about the WEIF ... (5 pages)View decision
