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 364862 results
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Decision Reference DRN-4708726
26 Mar 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4708726 The complaint Mr H has complained that Trading 212 UK Limited (‘Trading 212’) sold a shareholding held within his ISA without his consent. He says he should not have been allowed to buy the shares if they weren’t compliant with HMRC ISA eligibility requirements. The notice peri... (5 pages)View decision -
Decision Reference DRN-4708199
26 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4708199 The complaint Mr M complains that Tesco Underwriting Limited (“Tesco”) mishandled his claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a sporty hatchback car, made by a large car-maker and first registered in May 2017. Mr M... (4 pages)View decision -
Decision Reference DRN-4702199
26 Mar 2024 Elliot Fletcher Limited UpheldPensions and AnnuitiesDRN-4702199 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) occupational pension scheme, to a type of self invested personal pension (SIPP) plan. Elliot Fletcher Limited is responsible for answering this complaint and so to keep things... (10 pages)View decision -
Decision Reference DRN-4649155
26 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4649155 The complaint Mr C complains that National Westminster Bank Plc treated him unfairly when trying to withdraw cash in branch. He feels he was discriminated against because of his race and age. He’d like compensation and for the bank to apologise to him. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-4660418
26 Mar 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4660418 The complaint Miss L complains that Aviva Life & Pensions UK Limited has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I haven’t set it out in detail h... (3 pages)View decision -
Decision Reference DRN-4707526
26 Mar 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4707526 The complaint Ms A has complained that a car she acquired, using finance from Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Financial Services (‘MBFS’), isn’t of satisfactory quality. What happened Ms A took out a finance agreement with MBFS for a new ca... (3 pages)View decision -
Decision Reference DRN-4681032
26 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4681032 The complaint Mr P complains that The Prudential Assurance Company Limited (Prudential) repeatedly prevented him from paying contributions to his personal pension plan (PPP) and refused to accept transfers unless he used a financial adviser. He says he lost out on tax relief an... (4 pages)View decision -
Decision Reference DRN-4683033
26 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4683033 The complaint Ms R complains that NewDay Ltd was irresponsible in its lending to her. What happened Ms R was provided with two credit cards by NewDay. A Marbles credit card in March 2021 with an initial credit limit of £900 and a Fluid credit card in May 2022 with an initial cr... (3 pages)View decision -
Decision Reference DRN-4695313
26 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4695313 The complaint Mr F complains that Starling Bank Limited (Starling) won’t refund money lost in a safe account scam. What happened What Mr F says: On 2 November 2023, Mr F got a call from someone purporting to be from Starling’s fraud department. He checked the number and it was ... (6 pages)View decision -
Decision Reference DRN-4544934
26 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4544934 The complaint Mr K complains that Santander UK Plc (“Santander”) won’t refund over £27,000 he lost to an investment scam beginning in January 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on gi... (2 pages)View decision
