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 362195 results
-
Decision Reference DRN-5241763
14 Jan 2025 Golden Leaves Ltd Not upheldFuneral Planning ServicesDRN-5241763 The complaint Mrs K complains that Golden Leaves Ltd mis-sold her a pre-paid funeral plan. Mrs K’s complaint was referred to us by a representative who I’ll call Miss M. What happened To summarise, Mrs K bought a Golden Leaves Bronze funeral plan in 2013. The plan was sold... (3 pages)View decision -
Decision Reference DRN-5094093
14 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5094093 The complaint Mr L has complained, through his representative, that Standard Life undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in September 2014. Mr L’s QROPS - the Harbour Retiremen... (5 pages)View decision -
Decision Reference DRN-5209692
14 Jan 2025 London Mutual Credit Union Limited Not upheldConsumer CreditDRN-5209692 The complaint Ms D complains that there are discrepancies with her transactions with London Mutual Credit Union Limited (“LMCU”). She says she held an account into which she paid money and could take out loans, but when she closed the account the money transferred into her b... (2 pages)View decision -
Decision Reference DRN-4838154
14 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4838154 The complaint Mr A has complained about the quality of a motorbike he acquired using finance from Close Brothers Limited. What happened In January 2023, Mr A entered into a finance agreement with Close Brothers, for a used motorbike. At that point, it was around seven years ... (3 pages)View decision -
Decision Reference DRN-5256071
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5256071 The complaint Mr L is unhappy that Santander UK Plc told him that he would be eligible to receive a current account switch incentive payment but then deemed him to be ineligible to receive the payment after he’d switched his account. What happened Mr L contacted Santander an... (2 pages)View decision -
Decision Reference DRN-5190913
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5190913 The complaint Mr B complains that Nationwide Building Society didn’t protect him from an investment scam. Mr B is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr B in this decision. What happened Mr B has said that a friend fr... (5 pages)View decision -
Decision Reference DRN-5259280
14 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5259280 The complaint Mr H, a sole trader trading as C, complains that Barclays Bank UK Plc closed his business accounts without giving any direct notice to him. He also complains about poor customer service during and after his attempts to reopen the accounts. What happened Mr H t... (4 pages)View decision -
Decision Reference DRN-5138577
14 Jan 2025 GSI Insurance Services (Southern) Limited Not upheldInsuranceDRN-5138577 The complaint Mrs L’s complaint is about the service provided by an insurance broker, GSI Insurance Services (Southern) Limited. Mrs L is represented in this complaint by her son, Mr L. What happened GSI is an insurance broker. In 2021, GSI sold Mrs L an annual home insuran... (3 pages)View decision -
Decision Reference DRN-5259174
14 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5259174 The complaint Mr R complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his motor insurance policy. What happened Mr R had a motor insurance policy with Marshmallow covering his car. On 4 May 2024 Mr R was involved in an incident causin... (3 pages)View decision -
Decision Reference DRN-5188794
14 Jan 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5188794 The complaint Mr W and the estate of Mrs G have complained that Liverpool Victoria Financial Services Limited declined a life insurance claim. What happened Mr W and Mrs G applied for a life protection policy in June 2021. Very sadly Mrs G passed away in 2023 and Mr W sought... (3 pages)View decision
