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 371633 results
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Decision Reference DRN-4776477
31 Jul 2024 CBW Financial Planning Limited UpheldPensions and AnnuitiesDRN-4776477 The complaint Mrs R complains about the advice given by CBW Financial Planning Limited (‘CBW’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). She says the advice was unsuitable for her and b... (10 pages)View decision -
Decision Reference DRN-4854553
31 Jul 2024 Nationwide Building Society UpheldInvestmentsDRN-4854553 The complaint Mr and Mrs M complain about the service they received from Nationwide Building Society (‘Nationwide’). Mr M says they’re unhappy about the Ongoing Advice Charge (‘OAC’) as they haven’t received any advice (or reviews) since 2017. So, they’ve not had any assist... (7 pages)View decision -
Decision Reference DRN-4940123
31 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4940123 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) closed his account without notice and didn’t give him a reason why. He wants his account to be reopened. What happened I issued a provisional decision on this complaint earlier this month where I said that I was not... (4 pages)View decision -
Decision Reference DRN-4660914
31 Jul 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4660914 The complaint Mrs M had a shopping account provided by Shop Direct Finance Company (‘Shop Direct’) trading as Very Pay. She is complaining about Shop Direct’s decision to close her account due to it not being used. She says wasn’t properly notified about it. What happened S... (2 pages)View decision -
Decision Reference DRN-4939527
31 Jul 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4939527 The complaint Mr A complains because Aviva Life & Pensions UK Limited (‘Aviva’) hasn’t paid his claim under an income protection insurance policy. What happened Mr A is insured under a group income protection insurance policy provided as a benefit by his employer and und... (2 pages)View decision -
Decision Reference DRN-4794280
31 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4794280 The complaint Mr E has complained about a transfer of his personal pension with The National Farmers’ Union Mutual Insurance Society Limited (NFU) to a small self-administered scheme (SSAS) in 2014. Mr E’s SSAS was subsequently used to invest in Dolphin Capital and an overse... (16 pages)View decision -
Decision Reference DRN-4912546
31 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4912546 The complaint Mr M complains that Nationwide Building Society unfairly blocked and closed his account without providing a proper explanation. He is also unhappy that Nationwide won’t allow him access to money paid into his account. What happened The detailed background of th... (5 pages)View decision -
Decision Reference DRN-4865934
31 Jul 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4865934 The complaint Mr and Mrs S complain that Great Lakes Insurance SE turned down their travel insurance claim. What happened Mr and Mrs S held a single trip travel insurance policy with Great Lakes. They made a claim after their return flight to the UK was initially delayed, a... (2 pages)View decision -
Decision Reference DRN-4871068
31 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4871068 The complaint Ms K complains that Santander UK Plc (Santander) won’t refund money she lost in a holiday scam. What happened What Ms K says: Ms K was looking for a holiday online and found a good deal with a well-known travel firm (which I will call ‘firm A’). She called the ... (4 pages)View decision -
Decision Reference DRN-4896209
31 Jul 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4896209 The complaint Mrs T’s complaint is about a claim she made on her Amtrust Europe Limited (‘Amtrust’) legal expenses insurance policy, which Amtrust declined to cover. Mrs T says Amtrust treated her unfairly. In this decision all references to Amtrust include their claims hand... (4 pages)View decision
