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 360264 results
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Decision Reference DRN-4611186
22 Feb 2024 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-4611186 The complaint Mr A complains about the advice HARBOUR ROCK CAPITAL LIMITED (‘Harbour Rock’) gave to him concerning the transfer of benefits from his defined-benefit (‘DB’) occupational pension schemes to a personal pension. He says the advice was unsuitable for him and believes... (8 pages)View decision -
Decision Reference DRN-4588784
22 Feb 2024 Close Brothers Limited UpheldConsumer CreditDRN-4588784 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, was of an unsatisfactory quality. What happened In April 2022, Mr W was supplied with a used car through a hire purchas... (4 pages)View decision -
Decision Reference DRN-4205107
22 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4205107 The complaint Mr K complains that Santander won’t refund over £19,000 he lost to an investment scam in September 2022. What happened The details of this complaint are well known to both parties so I won’t repeat everything again here. In brief summary, Mr C fell victim to a cry... (7 pages)View decision -
Decision Reference DRN-4512021
22 Feb 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4512021 The complaint Mr B complains about Nutmeg Saving and Investment Limited (‘Nutmeg’). He says that it gave him incorrect information about how he could secure a £100 bonus on a new account. Putting this right caused him a significant amount of distress and inconvenience. What hap... (3 pages)View decision -
Decision Reference DRN-4520658
22 Feb 2024 TenetConnect Limited Not upheldPensions and AnnuitiesDRN-4520658 The complaint Mr G has complained that TenetConnect Limited 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 compensation, despite TenetConnec... (4 pages)View decision -
Decision Reference DRN-4467402
22 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4467402 The complaint Mr K complains that Wise Payments Limited trading as Wise hasn’t protected him from losing money he paid to one of Wise’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything her... (2 pages)View decision -
Decision Reference DRN-4636407
22 Feb 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4636407 The complaint Miss C complains that the information about a device on her gadget insurance policy was recorded incorrectly by Assurant General Insurance Limited and this meant the cover was invalid. What happened Miss C took out a gadget insurance policy for a laptop. Some time... (2 pages)View decision -
Decision Reference DRN-4635116
22 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4635116 The complaint Mrs W and Mr W complain about the way Barclays Bank UK PLC treated them when their mortgage came to an end. What happened Mrs W and Mr W had an offset mortgage linked to a mortgage current account (MCA) with Barclays Bank UK PLC that reached the end of its term in... (4 pages)View decision -
Decision Reference DRN-4541321
22 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4541321 The complaint Mrs A has complained Bank of Scotland plc, trading as Halifax, didn’t refund numerous direct debit payments which she didn’t believe she authorised. What happened In September 2023 Mrs A noticed monthly direct debit payments made to an insurance company (who I’ll ... (2 pages)View decision -
Decision Reference DRN-4417922
22 Feb 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4417922 The complaint Mr and Mrs J complain that OneSavings Bank Plc trading as Kent Reliance declined their mortgage application and refused to provide them with a copy of the valuation report. What happened Mr and Mrs J applied for a mortgage through a broker who placed the mortgage ... (3 pages)View decision
