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 374385 results
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Decision Reference DRN-3308476
10 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3308476 The complaint Mr W has complained about the actions of Phoenix Life Limited (“Phoenix”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely to realise any ... (10 pages)View decision -
Decision Reference DRN-5253309
10 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5253309 The complaint Mr and Mrs H complained that Tesco Underwriting Limited (“Tesco”) unfairly settled their claim following a storm and the claim handling wasn’t as good as it should’ve been. What happened Mr and Mrs H made a claim when the boundary wall to their land was blown o... (3 pages)View decision -
Decision Reference DRN-5133225
10 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5133225 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard didn’t give him enough information before he made a transaction on his account. He says that, as a result, he suffered negative consequences which he wasn’t expecting. What happened Mr K holds a c... (3 pages)View decision -
Decision Reference DRN-5060597
10 Jan 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5060597 The complaint Miss P is unhappy that Legal and General Assurance Society Limited (L&G) stopped her benefits payments under her income protection policy. What happened Miss P has a group income protection policy through her employer. The policy provides a benefit in certa... (4 pages)View decision -
Decision Reference DRN-5224199
10 Jan 2025 Capital Professional Limited UpheldInvestmentsDRN-5224199 The complaint The estate of Mrs S complains Capital Professional Limited (trading as Ascot Lloyd) has charged ongoing advice fees for a service that wasn’t provided in relation to an investment bond. The estate requests that all fees are refunded during the period the servic... (3 pages)View decision -
Decision Reference DRN-5249924
10 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5249924 The complaint Mr and Mrs J complain Nationwide Building Society (“Nationwide”) applied restrictions to their online banking facility and won’t lift them until they provide what they consider unnecessary evidence. What happened Mr and Mrs J hold a joint account with Nationwid... (2 pages)View decision -
Decision Reference DRN-4984141
10 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4984141 The complaint Mr O complains that Starling Bank Limited (Starling) closed his personal account with just seven days’ notice, and without a legitimate reason. To put things right, Mr O wants Starling to explain its decision and to pay him compensation. What happened On 17 May... (2 pages)View decision -
Decision Reference DRN-4708124
10 Jan 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-4708124 The complaint Mr S complains Virgin Media Mobile Finance Limited unfairly allowed a fraudster to use his details to take out a fixed sum loan agreement for a mobile phone. What happened Mr S says a fixed sum loan agreement for a mobile phone was taken out using his details,... (3 pages)View decision -
Decision Reference DRN-5252602
10 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5252602 The complaint The trustees of the Mr and Mrs E Investment Bond Trust have complained that St James’s Place Wealth Management (‘SJPWM’) incorrectly advised Mr and Mrs E, the settlors of the trust, to take a whole of life policy for an expected inheritance tax (‘IHT’) liabilit... (11 pages)View decision -
Decision Reference DRN-5215387
10 Jan 2025 FCE Bank Plc UpheldBanking and PaymentsDRN-5215387 The complaint Mr R is unhappy about the service he has received from FCE Bank Plc trading as Ford Money (“FM”) when setting up an ISA account with it and transferring his ISAs from another provider. In particular, he is unhappy that FM continued to send transfer requests wit... (4 pages)View decision
