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 367926 results
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Decision Reference DRN-4694536
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4694536 The complaint Miss P complains that AXA Insurance UK Plc declined a claim on her buildings insurance policy but still recorded it on the Claim and Underwriting Exchange (“CUE”). Where I refer to AXA Insurance UK Plc, this includes it agents and claims handlers acting on its beh... (3 pages)View decision -
Decision Reference DRN-4704983
27 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704983 The complaint Mr M has complained that National Westminster Bank Plc (‘NatWest’) blocked his savings account without providing an explanation and that this led to him suffering various losses. What happened Mr M has various accounts with NatWest including a savings account – th... (3 pages)View decision -
Decision Reference DRN-3827003
27 Mar 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-3827003 The complaint Mr G complained about eToro (UK) Ltd (eToro). He said it failed to trigger a stop loss order and close a contracts for difference (CFD) position he had opened. Mr G said this resulted in him making a loss of all of his initial investment. Mr G said he has made inv... (3 pages)View decision -
Decision Reference DRN-4656465
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4656465 The complaint Mr R is unhappy that Barclays Bank UK PLC allowed fraud to take place on his account and with the service he received from them surrounding this. What happened On 3 October 2023, a fraudster went into a Barclays branch with fake identity documents pretending to be... (2 pages)View decision -
Decision Reference DRN-4616537
27 Mar 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4616537 The complaint Ms C complains that St. James's Place Wealth Management Plc (SJP) provided a poor level of service and failed to provide timely advice to assist in her decision-making following a Pension Sharing Order (PSO) under which she would receive a share of two of her... (9 pages)View decision -
Decision Reference DRN-4711080
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4711080 The complaint Mr L complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (31 pages)View decision -
Decision Reference DRN-4615608
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4615608 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard delayed paying a £400 credit balance transfer into his bank account. He’s also unhappy about the conflicting information and poor service he received when trying to obtain the payment. Mr M also compl... (2 pages)View decision -
Decision Reference DRN-4614016
27 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4614016 The complaint Mr D complains that U K Insurance Limited trading as Churchill (“UKI”) declined a claim under his motor insurance policy. What happened Mr D had a motor insurance policy with UKI covering his car. In late October 2022, a third-party vehicle collided with his car c... (4 pages)View decision -
Decision Reference DRN-4650759
27 Mar 2024 PRA Group (UK) Limited Not upheldBanking and PaymentsDRN-4650759 The complaint Mr B complains that PRA Group (UK) Limited trading as PRA Group is attempting to collect an unenforceable debt. What happened In 2017 PRA Group acquired a credit card debt of £7,590.70 from a business I’ll refer to as B. Notices of Assignment were issued by both P... (2 pages)View decision -
Decision Reference DRN-4710635
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4710635 The complaint Mr J has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr J transferred three existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Ve... (27 pages)View decision
