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-4501618
9 Feb 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4501618 The complaint Mr E complains that Quilter Financial Planning Services Limited gave him unsuitable advice to transfer his pensions to a drawdown plan. He could’ve funded his divorce settlement by other means which would have avoided losing valuable benefits. Mr E is represented ... (7 pages)View decision -
Decision Reference DRN-4351925
9 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4351925 The complaint Mr and Mrs K complain that when they took additional borrowing and arranged a new interest rate product, Santander UK Plc gave them incorrect information about what their mortgage payments would be. What happened Mr and Mrs K have a mortgage with Santander. In Mar... (3 pages)View decision -
Decision Reference DRN-4574131
9 Feb 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4574131 The complaint Mr T has complained that because of the lack of action taken by Interactive Investor Services Limited (‘II’) and the delays he experienced, between August 2022 and May 2023, he lost access to one of his shareholdings during an in-specie transfer. To put the matter... (4 pages)View decision -
Decision Reference DRN-4552330
9 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4552330 The complaint Mr W’s complaint is about a legal expenses insurance claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Mr W is unhappy with the level of service he received from RSA when making that claim. He refers to delays... (3 pages)View decision -
Decision Reference DRN-4580128
9 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4580128 The complaint Mr and Mrs P complain that National Westminster Bank Plc (NatWest) unfairly blocked and closed their bank accounts. They want NatWest to explain why it closed their accounts. What happened The detailed background of this complaint is well known to both parties. So... (3 pages)View decision -
Decision Reference DRN-4370079
9 Feb 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4370079 The complaint Mr N complains about how American Express Services Europe Limited (“American Express”) dealt with his claim for two hotel rooms that he paid for which he did not receive. What happened In July 2022 Mr N paid for two hotel rooms in Cardiff via a third-party booking... (3 pages)View decision -
Decision Reference DRN-4607676
9 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4607676 The complaint Mr A complains that Nationwide Building Society recorded a marker against him on a fraud prevention database in connection with a mortgage application. What happened In June 2023, through a broker, Mr A applied to Nationwide for a mortgage. Nationwide declined his... (2 pages)View decision -
Decision Reference DRN-4545746
9 Feb 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4545746 The complaint Mr P complains that Aviva Life & Pensions UK Limited erroneously paid him an extra £10,000 drawdown payment from his pension. What happened Mr P has a drawdown pension plan with Aviva. On 31 May 2022 Mr P completed a form for a drawdown request of £10,000 fro... (4 pages)View decision -
Decision Reference DRN-4484073
9 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4484073 The complaint C, a limited company, complains that Starling Bank Limited declined its application for an account and didn’t explain why. C has been represented in this complaint by its director, Mr A. What happened Mr A applied to Starling for a business bank account for C. Sta... (2 pages)View decision -
Decision Reference DRN-4569200
9 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4569200 The complaint Mr L has complained that esure Insurance Limited unreasonably refused to deal with his claim under his motor policy and then unfairly cancelled his policy. What happened Mr L’s named driver was involved in an accident. So, Mr L made a claim to esure for the damage... (3 pages)View decision
