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 347829 results
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Decision Reference DRN-5014129
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5014129 The complaint Mr B complains Barclays Bank UK PLC incorrectly closed his account and provided a poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points of the complaint. In April 2024 Mr B sp... (3 pages)View decision -
Decision Reference DRN-4823561
27 Sep 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4823561 The complaint Mr S complains that Motability Operations Limited (“MO”) hasn’t paid him the compensation it said it would in its final response letter, following a complaint related to a car he acquired financed through a contract hire agreement. What happened In May 2023 Mr ... (2 pages)View decision -
Decision Reference DRN-4965319
27 Sep 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4965319 The complaint Mr M complains that Aviva Life & Pensions UK Limited has treated him unfairly by refusing his request to alter the individual to whom dependent benefits will be paid from an annuity he purchased in November 2022. What happened Mr M agreed to purchase an ann... (3 pages)View decision -
Decision Reference DRN-5041951
27 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5041951 The complaint Mrs M complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) that she’s been paying ongoing advice charges (“OACs”) despite not receiving annual reviews. Mrs M is being represented by a claims management company, howev... (7 pages)View decision -
Decision Reference DRN-5041008
27 Sep 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5041008 The complaint Mr H complains that a car acquired under a personal contract purchase (PCP) agreement with Volkswagen Financial Services (UK) Limited (VWFS) wasn’t of satisfactory quality when it was supplied to him. Mr H also complains that information was withheld during the... (5 pages)View decision -
Decision Reference DRN-5047577
27 Sep 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5047577 The complaint Mrs D complains about Creation Consumer Finance Ltd (“Creation”)’s response to a claim she made under Section 75 (“s.75”) of the Consumer Credit Act (“CCA”) and about allegations of an unfair relationship taking into account Section 140A (“s.140”) of the CCA. W... (3 pages)View decision -
Decision Reference DRN-5003157
27 Sep 2024 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5003157 The complaint Mr G complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Pension Access (‘Pension Access’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the adv... (13 pages)View decision -
Decision Reference DRN-5027225
27 Sep 2024 Santander UK Plc UpheldMortgagesDRN-5027225 The complaint Mr H2 and Ms H are the representatives of the estate of their late father, Mr H1. They bring this complaint on the estate’s behalf. They complain that: - the mortgage was mis-sold to Mr H1 and their mother Mrs H, who predeceased Mr H1, because it was on an int... (7 pages)View decision -
Decision Reference DRN-4979740
27 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4979740 The complaint Mrs G has complained about Admiral Insurance (Gibraltar) Limited’s decision to record a theft claim against her car insurance policy. Mrs G wants to claim only for the loss or theft of car keys. Mr G, a named driver under the policy, is representing Mrs G in he... (2 pages)View decision -
Decision Reference DRN-5047085
27 Sep 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5047085 The complaint Mr G complains that he suffered avoidable delays when attempting to transfer his stocks and shares ISA with Vanguard Asset Management Limited to another provider. Mr G says he would now like Vanguard to compensate him for the trouble that they’ve caused him and... (5 pages)View decision
