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 369227 results
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Decision Reference DRN-5176075
13 Mar 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5176075 The complaint Mrs J has complained about the handling of her request to transfer her pension benefits by James Hay Administration Company Ltd. Mrs J’s complaint has been brought on her behalf by her husband Mr J. Mr J was also the main point of contact for James Hay in rela... (5 pages)View decision -
Decision Reference DRN-5349154
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5349154 The complaint Mr O complains about issues he experienced when he changed his credit card with Santander UK Plc. What happened Mr O held a Santander 123 card. In June 2024 he changed the card to an Edge card. In August 2024 Mr O’s card was declined. He contacted Santander and... (3 pages)View decision -
Decision Reference DRN-5344628
13 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5344628 The complaint Miss B complains that U K Insurance Limited trading as NIG Insurance (“UKI”) wouldn’t pay for part of her claim for water damage to her home. What happened Miss B had a leaseholder’s insurance policy with UKI covering the fabric of her apartment. In December 20... (3 pages)View decision -
Decision Reference DRN-5395089
13 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5395089 The complaint Mr H, a representative of a limited company that I will call C, complains that J.P. Morgan Europe Limited trading as Chase (“Chase”), have failed to refund money that was lost as part of an investment scam. What happened Mr H came across a company that purporte... (3 pages)View decision -
Decision Reference DRN-5383534
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5383534 The complaint Mr D complains that Bank of Scotland plc trading as Halifax didn’t treat him fairly when he requested a refund of costs he’d paid in part with his credit card. What happened Mr D paid a deposit of £100 on a used car with his Halifax credit card on 12 December ... (5 pages)View decision -
Decision Reference DRN-5170173
13 Mar 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5170173 The complaint Mr J has complained about the handling of his request to transfer his pension benefits by Equiniti Financial Services Limited. What happened Mr J had a self-invested personal pension (‘SIPP’). The assets under the SIPP were held with Equiniti, who also provide... (4 pages)View decision -
Decision Reference DRN-5200127
13 Mar 2025 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-5200127 The complaint Mr C, through a professional representative, has complained about the transfer of his Quilter Life & Pensions Limited (“Quilter”) personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in early 2016. Mr C’s QROPS was subsequently used... (10 pages)View decision -
Decision Reference DRN-5344203
13 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5344203 The complaint Mrs M is feels that Lloyds Bank PLC may have miscalculated her loan. What happened In November 2017, Mrs M took out a personal loan with Lloyds and received the £10,556.27 loan funds that same month. The terms of the loan included that Mrs M would make monthly... (5 pages)View decision -
Decision Reference DRN-5394584
13 Mar 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5394584 The complaint Mr X complains that Sainsbury’s Bank Plc didn’t agree to place his credit card account on hold, and that it failed to respond to correspondence. What happened Mr X holds a credit card account with Sainsbury’s. In August 2023, he wrote to Sainsbury’s to inform i... (3 pages)View decision -
Decision Reference DRN-5176066
13 Mar 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5176066 The complaint Mr J has complained about the handling of his request to transfer his pension benefits by James Hay Administration Company Ltd. What happened Mr J had a self-invested personal pension (‘SIPP’) with James Hay. The assets under the SIPP were held with Equiniti F... (5 pages)View decision
