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-4573457
22 Jan 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4573457 The complaint Mr R complains about Ikano Bank AB (publ)’s response to a claim he made under sections 75 and 140 of the Consumer Credit Act 1974. What happened In 2017, Mr R purchased a solar panel system from a supplier. He paid for it using a loan from Ikano that was repayable... (3 pages)View decision -
Decision Reference DRN-4573411
22 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4573411 The complaint Mr R complains that he has tried on numerous occasions to open a current account with National Westminster Bank Plc (“NatWest”) but his applications keep getting declined for no reason. What happened Mr R holds a savings account and credit card with NatWest. Mr R ... (3 pages)View decision -
Decision Reference DRN-4414128
22 Jan 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4414128 The complaint Mr G complains that Quilter Financial Services Ltd caused delays in his pension transfer that resulted in him missing the expiry of his Cash Equivalent Transfer Value (CETV). The new transfer value was lower, and Mr G says that he has lost out financially by their... (4 pages)View decision -
Decision Reference DRN-4572514
22 Jan 2024 BARCLAYS INVESTMENT SOLUTIONS LIMITED UpheldInvestmentsDRN-4572514 The complaint Mr V complains that Barclays Investment Solutions Limited (‘Barclays’) failed to set-up a direct debit to pay ongoing fees on his stocks and shares Individual Savings Account (‘ISA’). What happened Mr V’s ISA was transferred to a Barclays Smart Investor ISA in 201... (3 pages)View decision -
Decision Reference DRN-4210804
22 Jan 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4210804 The complaint Mrs R complains that Vanguard Asset Management, Ltd (‘Vanguard’) gave her misleading information and didn’t pay a dividend on some shares she held in a Vanguard ISA. She wants to receive the dividend payment which she believes Vanguard is obligated to pay. And she... (4 pages)View decision -
Decision Reference DRN-4210814
22 Jan 2024 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-4210814 The complaint Mr R complained that Vanguard Asset Management, Ltd (‘Vanguard’) gave him misleading information and didn’t pay a dividend on some shares he held in a Vanguard ISA. He wants to receive the dividend payment that he believes Vanguard is obligated to pay. What happen... (3 pages)View decision -
Decision Reference DRN-4533839
22 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4533839 The complaint Mr S is unhappy with the way in which The Royal London Mutual Insurance Society Limited handled a claim made on a life and critical illness policy, including delays assessing and paying the claim. What happened Mr S was unfortunately diagnosed with a critical illn... (3 pages)View decision -
Decision Reference DRN-4494094
22 Jan 2024 Think Money Limited UpheldBanking and PaymentsDRN-4494094 The complaint Mr A has complained Think Money Limited won’t refund money for transactions he didn’t make. What happened In May Mr A left his phone in a cab but was reunited with it later that day. His bank cards, driving licence and other personal information was kept with his ... (3 pages)View decision -
Decision Reference DRN-4131891
22 Jan 2024 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4131891 The complaint Mr H has complained that Halifax Share Dealing Limited trading as Lloyds Bank Direct Investments (LBDI) haven’t correctly applied a cashback bonus he feels he is entitled to for transferring some of his investments to them. What happened Mr H is a Lloyds banking c... (2 pages)View decision -
Decision Reference DRN-4502755
22 Jan 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-4502755 The complaint Mr H complains that the transfer value of his pension with Legal and General Assurance Society Limited fell significantly inside a short period of time. He also complains that Legal and General Assurance Society Limited failed to provide timely information to him ... (8 pages)View decision
