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 353101 results
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Decision Reference DRN-4296032
12 Mar 2024 Leeds Building Society Not upheldBanking and PaymentsDRN-4296032 The complaint Mrs B complains on behalf of the late Mr B that Leeds Building Society (“LBS”) didn’t provide clear information about when a grant of probate would be needed to access funds in an account. What happened Mr B and Mrs B went to a branch of LBS to open an ISA for Mr ... (2 pages)View decision -
Decision Reference DRN-4676679
12 Mar 2024 abrdn Financial Planning And Advice Limited UpheldInvestmentsDRN-4676679 The complaint Mr and Mrs D complain that abrdn Financial Planning and Advice Limited (“abrdn”): Didn’t act in accordance with its own terms when it chose to end its relationship with them. Failed to provide suitable advice at the November 2021 annual review – they invested mo... (4 pages)View decision -
Decision Reference DRN-4624725
12 Mar 2024 Nationwide Building Society Not upheldInvestmentsDRN-4624725 The complaint The estate of Mr B complains that Nationwide Building Society has been unable to locate two Capital Bonds the late Mr B left in trust for his grandchildren. What happened The late Mr B passed in 1967 and left funds in trust for his grandchildren. In 1986, one of t... (2 pages)View decision -
Decision Reference DRN-4617881
12 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4617881 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim he made on his car insurance policy. What happened Mr M has a motor insurance policy with Admiral. In July 2023 he reported an incident using the Adm... (3 pages)View decision -
Decision Reference DRN-4368028
12 Mar 2024 Koto Card Limited UpheldBanking and PaymentsDRN-4368028 The complaint Mr B complains that Koto Card Limited unfairly recorded a marker against him with the fraud prevention agency CIFAS, which was subsequently removed. He’d like compensation for the disruption this caused. What happened The facts of this case are known to both parti... (2 pages)View decision -
Decision Reference DRN-4676602
12 Mar 2024 St James's Place UK plc Not upheldInvestmentsDRN-4676602 The complaint Mr L complains that St James’s Place UK plc (‘SJP’) delayed the transfer of his stocks and shares Individual Savings Account (‘ISA’) which resulted in a loss of interest. What happened The following is a summary of the background to the complaint. On 10 May 2023, ... (3 pages)View decision -
Decision Reference DRN-4528597
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4528597 The complaint Ms M complains that Santander UK Plc keeps contacting her for information. She feels that she’s being harassed and that she’s been targeted due to having an ongoing complaint with this service. What happened Santander sent letters and texts to Ms M asking her to p... (2 pages)View decision -
Decision Reference DRN-4562672
12 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4562672 The complaint Mrs P complains that Aviva Insurance Limited won’t reimburse her for work covered by her home insurance policy. What happened Mrs P had home insurance with Aviva, bought through an intermediary. In January 2023, her plumber detected a leak from her central heating... (5 pages)View decision -
Decision Reference DRN-4600829
12 Mar 2024 Bede Financial Group Limited Not upheldPensions and AnnuitiesDRN-4600829 The complaint Mr M has complained that Bede Financial Group Limited (Bede Financial) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he isn’t owed any compensa... (4 pages)View decision -
Decision Reference DRN-4360623
12 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4360623 The complaint Mr M complains that Lloyds Bank PLC is insisting on him certifying and posting identification documents to reactivate a dormant account. What happened In June 2023, Mr M contacted Lloyds using its mobile messaging service to reactivate an account that had become d... (2 pages)View decision
