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 369228 results
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Decision Reference DRN-5474095
10 Apr 2025 City Financial Planning Ltd UpheldPensions and AnnuitiesDRN-5474095 The complaint Mr W has complained about advice he was given by City Financial Planning Ltd (“CFPL”) to transfer his former employer’s defined benefit (“DB”) pension scheme to a personal pension. Both Mr W and CFPL have appointed representatives to deal with this matter on t... (16 pages)View decision -
Decision Reference DRN-5411846
10 Apr 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5411846 The complaint Miss M, who is represented by her son, has complained that TSB Bank plc (‘TSB’) irresponsibly provided her with an overdraft that she couldn’t afford to repay and so worsened her financial situation. What happened In February 2010 TSB agreed to provide Miss M ... (4 pages)View decision -
Decision Reference DRN-5336399
10 Apr 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5336399 The complaint Mr S complains that The Prudential Assurance Company Limited (Prudential) provided him with poor service. What happened Mr S has a personal pension policy with Prudential which I understand he’s held since 1989. It contains a term where some of his contribution... (5 pages)View decision -
Decision Reference DRN-5434579
10 Apr 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5434579 The complaint Ms M has complained about how Fortegra Europe Insurance Company Ltd (Fortegra) said it would settle a claim under a furniture warranty. What happened Ms M contacted Fortegra to make a claim when clothing dye transferred onto her sofa. It wasn’t possible to rem... (3 pages)View decision -
Decision Reference DRN-5398310
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5398310 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t treated him fairly in respect of arrears on his mortgage, and a related subject access request. What happened Mr K has a mortgage with NatWest. He took an offset flexible mort... (9 pages)View decision -
Decision Reference DRN-5209129
10 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5209129 The complaint Mr G says that policy information supplied by Aviva Life & Pensions UK Limited (Aviva) is incorrect and he doesn’t agree with the policy values he’s been given. What happened Mr G is a member of an Executive Pension Plan (EPP) which commenced on 1 November... (4 pages)View decision -
Decision Reference DRN-5343060
10 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5343060 The complaint Mr P is unhappy with how Santander UK Plc dealt with a claim he made, after he’d fallen victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (4 pages)View decision -
Decision Reference DRN-5431435
10 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5431435 The complaint Miss O complains that the car supplied by CA AUTO FINANCE UK LTD wasn’t of satisfactory quality. She says things started to go wrong within a very short time, causing her significant distress, and she wants to reject the car and end the finance agreement. What ... (5 pages)View decision -
Decision Reference DRN-5431275
10 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5431275 The complaint Mr P complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) unfairly reduced his credit limit and withdrew some of his credit card facilities. Mr P wants a review and his credit limit and credit facilities restoring. What happened Mr P used his... (4 pages)View decision -
Decision Reference DRN-5473834
10 Apr 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5473834 The complaint Ms B has complained that Astrenska Insurance Limited trading as Collinson Insurance sent her a refurbished phone as a replacement but it was locked to a network and so unable to be used. What happened In October 2023 Ms B made a claim for a broken phone. She p... (3 pages)View decision
