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 370149 results
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Decision Reference DRN-4978090
21 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4978090 The complaint Mr H complains that The Royal Bank of Scotland Plc cancelled his debit card, leaving him without access to his money. What happened Mr H had an account with RBS (trading as “The One account”). In January 2023 RBS wrote to Mr H to say that it would be closing hi... (2 pages)View decision -
Decision Reference DRN-4798389
21 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4798389 The complaint Miss E complains that Nationwide Building Society (“Nationwide”) failed to refund transactions she didn’t recognise. What happened Miss E explained that she was alerted by Nationwide about possible fraud on her account after they identified a suspicious transac... (3 pages)View decision -
Decision Reference DRN-4642787
21 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4642787 The complaint Mrs B complains about the service she received from BMW Financial Services(GB) Limited (“BMW”) when she wanted to acquire a new car using a credit agreement. She says there were delays and then BMW told her it wasn’t able to provide the finance on the same term... (3 pages)View decision -
Decision Reference DRN-4800259
21 Aug 2024 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-4800259 The complaint Mr H complains that Embark Investment Services Limited (Embark) is unable to sell a share held in his account and has failed to provide adequate explanations or updates. Resulting in ongoing administration fees being charged by his Self-Invested Personal Pensio... (3 pages)View decision -
Decision Reference DRN-4934729
21 Aug 2024 Hub Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-4934729 The complaint Mr W complains that HUB Financial Solutions Limited (HUB) provided a poor service when it set up his annuity with a provider I’ll refer to as provider S. And that this led to his annuity being lower than it should’ve been. Mr W has also brought a complaint he’... (8 pages)View decision -
Decision Reference DRN-4952048
21 Aug 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4952048 The complaint Mr D complains, in summary, that Quilter Financial Services Ltd failed to provide appropriate advice about his pension contributions. This resulted in him overpaying into his pension and incurring a tax charge. What happened I issued my provisional decision on ... (8 pages)View decision -
Decision Reference DRN-4934752
21 Aug 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4934752 The complaint Mr W complains that Scottish Widows Limited (SWL) provided a poor service and caused delays when it set up his annuity. And that this led to his annuity being lower than it should’ve been. Mr W used an annuity arrangement service provided by a business I’ll ref... (7 pages)View decision -
Decision Reference DRN-4962902
21 Aug 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4962902 The complaint Mr and Mrs H’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-4879732
21 Aug 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4879732 The complaint Mrs B and Mr B complained about AA Underwriting Insurance Company Limited’s actions when they claimed under their motor insurance policy. What happened Mrs B was driving their car when it was damaged in a collision with a third party vehicle, a bus. She said it... (2 pages)View decision -
Decision Reference DRN-4661179
21 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4661179 The complaint Mr B complains that Monzo Bank Ltd refused to reimburse him after he fell victim to a job scam. What happened Mr B has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, ... (4 pages)View decision
