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 364422 results
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Decision Reference DRN-4608654
16 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4608654 The complaint Mrs T is unhappy that Lloyds Bank PLC haven’t removed her from a joint account she held with her ex-husband as they should have done in 2016. What happened In late 2016, Mrs T went into a Lloyds branch and instructed the removal of herself from a joint account she... (6 pages)View decision -
Decision Reference DRN-4303034
16 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4303034 The complaint Mr W complains that Pi Financial Limited (Pi) provided him with unsuitable advice to transfer his existing pension plans to a Self-Invested Personal Pension (SIPP) and invest with Mayfair Capital Limited (Mayfair), resulting in unnecessary fees and investment loss... (9 pages)View decision -
Decision Reference DRN-4626450
16 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4626450 The complaint Mr and Mrs H complain about the way Royal & Sun Alliance Insurance Limited [“RSA”] has handled a claim they’ve made under their buildings insurance policy. What happened I previously issued a provisional decision on this matter on 1 February 2024, an extract o... (8 pages)View decision -
Decision Reference DRN-4600565
16 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4600565 The complaint Mrs D and Mr D complain about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim under their home insurance policy for damage to their property from a leak. RSA use agents to administer the policy and to assess claims. Reference to RSA includes t... (5 pages)View decision -
Decision Reference DRN-4573607
16 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4573607 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) damaged his car when it was repairing it following a claim on his motor insurance policy. When I mention Advantage I also mean its suppliers and repairers. What happened Mr A had a motor insuran... (4 pages)View decision -
Decision Reference DRN-4391919
16 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4391919 The complaint Mr N complains that Starling Bank Limited (Starling) is refusing to refund him the amount he lost as the result of a scam. Mr N is being represented by a third party. To keep things simple, I will refer to Mr N throughout my decision. What happened The background ... (4 pages)View decision -
Decision Reference DRN-4532048
16 Feb 2024 Nationwide Building Society Not upheldInvestmentsDRN-4532048 The complaint Mr and Mrs G complain that Nationwide Building Society gave them unsuitable investment advice. They say Nationwide failed to fully assess their attitude to risk and placed them in investments which carried too much risk. Mr and Mrs G are being represented in this ... (4 pages)View decision -
Decision Reference DRN-4483279
16 Feb 2024 The Private Office Limited Not upheldInvestmentsDRN-4483279 The complaint Mrs F complains that the portfolio she was advised to invest in by The Private Office Limited (“TPO”) was unsuitable for her. What happened Mrs F met with an adviser for TPO in March 2019 having been referred to it by her solicitors. She was advised to invest £20,... (5 pages)View decision -
Decision Reference DRN-4620954
16 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4620954 The complaint Mr and Mrs M have complained that poor service from Barclays Bank UK PLC in 2023 delayed the movement of funds from their account to a product with another provider. What happened I have previously issued a provisional decision regarding this complaint. The follow... (8 pages)View decision -
Decision Reference DRN-4496819
16 Feb 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4496819 The complaint Miss C says Zopa Bank Limited irresponsibly lent to her. What happened Miss C took out a 24-month loan for £15,000 in April 2022. The monthly repayments were £682.67 and the total repayable was £16,383.99. Miss C started to have problems making her repayments in J... (3 pages)View decision
