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-4528172
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4528172 The complaint Mr O complains about the service he received from Revolut Ltd (“Revolut”) in relation to outbound transfers made from his account – in particular he is unhappy about the provision of incorrect information by its support staff and the inadequate investigation and h... (7 pages)View decision -
Decision Reference DRN-4439201
29 Jan 2024 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-4439201 The complaint Mr E is unhappy with the performance of his pension and he is close to taking the benefits. Mr E feels his pension has been mismanaged and that there should be some protection in place to stop such a drop in value. What happened Mr E’s pension fund moved into a Li... (2 pages)View decision -
Decision Reference DRN-4570159
29 Jan 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4570159 The complaint Mr F complains about mistakes made by Phoenix Life Limited (Phoenix) in relation to the transfer of his pension What happened Mr F said that when he transferred his four pensions, Phoenix applied a market value reduction (MVR) of around £17,000. It later agreed it... (4 pages)View decision -
Decision Reference DRN-4586886
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4586886 The complaint Mr B complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr B’s application. Mr B complains that in 2012 L&C accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to invest ... (52 pages)View decision -
Decision Reference DRN-4402084
29 Jan 2024 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-4402084 The complaint Mr C is unhappy that Charter Court Financial Services Limited didn’t increase the interest rate on his ISA. What happened Mr C opened an ISA with Charter Court on 2 June 2023. A few weeks later, on 22 June 2023, Mr C received an email from Charter Court which expl... (2 pages)View decision -
Decision Reference DRN-4271810
29 Jan 2024 Santander UK Plc Not upheldMortgagesDRN-4271810 The complaint Miss A complains about the interest and charges that have been added to her mortgage held with Santander UK Plc. She questions the arrears on her mortgage and is unhappy that Santander has started legal proceedings. What happened Miss A has had a mortgage with San... (3 pages)View decision -
Decision Reference DRN-4498374
29 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4498374 The complaint Mr M complains that after he made a claim on his motor insurance policy, esure Insurance Limited failed to communicate with him about the repairs to his car over many months. What happened Mr M’s car was damaged in a non-fault accident in November 2022. It went to... (3 pages)View decision -
Decision Reference DRN-4338592
29 Jan 2024 IG Index Limited Not upheldInvestmentsDRN-4338592 The complaint Mr D has complained about the spread betting account he had with IG Index Limited (‘IG’). He says it wasn’t appropriate for him, he couldn’t withdraw funds, funds on account weren’t invested, the account wasn’t closed when it should have been, and he was given fal... (7 pages)View decision -
Decision Reference DRN-4402954
29 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4402954 The complaint Mrs M complained about service from The Royal London Mutual Insurance Society Limited (The Royal). What happened Mrs M said she approached The Royal for further information to help make a decision about her pension options. Her questions were not answered fully wh... (3 pages)View decision -
Decision Reference DRN-4528701
29 Jan 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4528701 The complaint Mr L complains that American Express Services Europe Limited (AESEL) unfairly closed his account without providing a proper explanation. He wants AESEL to reopen his account and give him the reasons it closed his account. What happened The detailed background of t... (3 pages)View decision
