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 342371 results
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Decision Reference DRN-4900481
10 Jul 2024 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4900481 The complaint Ms P has complained that the investment advice she received from St James’s Place Wealth Management Plc (‘SJP’) wasn’t right for her. Ms P says she has lost out financially and wants this put right. Ms P is represented by a third party in bringing her complaint bu... (7 pages)View decision -
Decision Reference DRN-4788292
10 Jul 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4788292 The complaint Mr S complains that Scottish Widows Limited didn’t inform him about an additional voluntary contribution (AVC) policy he had with it in a clear, timely and fair way. He says this led to an annuity being automatically purchased on his behalf by Scottish Widows when... (3 pages)View decision -
Decision Reference DRN-4888472
10 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4888472 The complaint Mr O complains that Barclays Bank UK PLC didn’t treat him fairly when he experienced financial difficulties with his mortgage, including issuing proceedings to repossess the property. What happened Mr O has a mortgage with Barclays, taken out in 2014. He borrowed ... (5 pages)View decision -
Decision Reference DRN-4896113
10 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4896113 The complaint Mr S feels that Bank of Scotland plc, trading as Halifax, should have done more to prevent a fraudster changing his contact details and attempting to move money from his account. What happened In November 2023, Halifax received a call from a person fraudulently pr... (3 pages)View decision -
Decision Reference DRN-4835609
10 Jul 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4835609 The complaint Mr H complains about the advice given by Utmost Life and Pensions Limited (Utmost) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a ... (4 pages)View decision -
Decision Reference DRN-4898924
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4898924 The complaint Mr Z complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a concert ticket scam. What happened Mr Z was looking for resale tickets to a Taylor Swift concert as he’d been unable to find any available through direct channels. He found someone ad... (4 pages)View decision -
Decision Reference DRN-4856519
10 Jul 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4856519 The complaint Mr W’s complaint about Hargreaves Lansdown Asset Management Limited is that values displayed on the Hargreaves Lansdown ‘app’ on his phone are sometimes incorrect. What happened I issued my provisional decision on this complaint on 11 June 2024. The background and... (4 pages)View decision -
Decision Reference DRN-4900321
10 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4900321 The complaint Mr R complains that TSB Bank plc (“TSB”) stopped a transaction for additional security checks and about the process needed to verify payment. Mr R is also unhappy that TSB failed to make a note of his need not to be contacted by phone due to a health condition he ... (4 pages)View decision -
Decision Reference DRN-4832420
10 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4832420 The complaint Miss D, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss D acquired a used car financed by way of a hir... (4 pages)View decision -
Decision Reference DRN-4885948
10 Jul 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4885948 The complaint Mr H complains about how Mulsanne Insurance Company Limited (“Mulsanne”) handled and declined a claim for the theft of his car under his motor insurance policy. When I mention Mulsanne I also mean its suppliers and investigators. What happened Mr H had a motor ins... (3 pages)View decision