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 366763 results
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Decision Reference DRN-4430208
28 Mar 2024 JM Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4430208 The complaint Miss J has complained about advice she received from JM Independent Financial Advisers Ltd to partially transfer her personal pension to another pension provider. She says the funds recommended in the new pension weren’t in line with her attitude towards risk. She... (9 pages)View decision -
Decision Reference DRN-4519566
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4519566 The complaint Miss S complains National Westminster Bank PLC (NatWest) did not recover two online payments she made in error. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, but in summary: In June 202... (4 pages)View decision -
Decision Reference DRN-4452758
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4452758 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credi... (2 pages)View decision -
Decision Reference DRN-4531365
28 Mar 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4531365 The complaint Mrs F complains about some investment accounts that have been transferred to Hargreaves Lansdown Asset Management Limited (‘HLAM’). Mrs F’s complaint is that these transfers were poorly administered, and this has resulted in the new HLAM accounts having incorrect ... (5 pages)View decision -
Decision Reference DRN-4711944
28 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4711944 Complaint Mr C is unhappy that HSBC UK Bank Plc hasn’t reimbursed him after he fell victim to a scam. He has brought this complaint with the assistance of a professional representative, but for simplicity’s sake, I’ve generally referred to Mr C only throughout. Background In Ja... (4 pages)View decision -
Decision Reference DRN-4665537
28 Mar 2024 Accelerant Insurance Limited Not upheldInsuranceDRN-4665537 The complaint R’s complaint is about a claim it made on its Accelerant Insurance Limited business protection insurance policy, following damage to one of its shops. R says Accelerant treated it unfairly. In this decision all references to Accelerant include their claims handler... (3 pages)View decision -
Decision Reference DRN-4679900
28 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4679900 The complaint Ms A has complained that AWP P&C SA (‘AWP’) unfairly declined her claim after it provided her with incorrect advice and guidance during a phone call. All reference to AWP includes any agents acting on its behalf. What happened Ms A had a travel insurance polic... (2 pages)View decision -
Decision Reference DRN-4430220
28 Mar 2024 JM Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4430220 The complaint Mr K has complained about the advice he was given by JM Independent Financial Advisers Ltd to transfer his personal pension to another pension provider. He says the funds recommended in the new pension weren’t in line with his attitude towards risk. He also says t... (7 pages)View decision -
Decision Reference DRN-4479414
28 Mar 2024 Coventry Building Society Not upheldMortgagesDRN-4479414 The complaint Mr W and Ms S’ complaint about Coventry Building Society (CBS) relates to their application to port a mortgage from one property to another. CBS initially agreed but then declined the application when it learned that in the circumstances of Mr W and Ms S’ applicat... (3 pages)View decision -
Decision Reference DRN-4699059
28 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4699059 The complaint Mr M has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) failed to provide him with proper assistance when he suffered an injury abroad. All reference to Admiral includes any agents acting on its behalf. What happened Mr M had a travel insurance ... (3 pages)View decision
