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 364422 results
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Decision Reference DRN-5167891
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5167891 The complaint Mrs S complains that TSB Bank plc (TSB) provided poor customer service when she tried to withdraw £5,000 in cash. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, on 11 September 2024... (2 pages)View decision -
Decision Reference DRN-4822571
13 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4822571 The complaint Mr V complains HSBC UK Bank PLC (“HSBC”) refuses to refund him for transactions on his account he didn’t authorise. He also says he hasn’t been provided statements despite asking and received poor customer service. What happened The facts of this case are well ... (3 pages)View decision -
Decision Reference DRN-5120663
13 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5120663 The complaint Mrs & Mr G complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their home insurance policy. When I mention Admiral I also mean its experts and suppliers. What happened Mrs & Mr G had a home insurance policy with Admira... (3 pages)View decision -
Decision Reference DRN-4831167
13 Dec 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4831167 The complaint Mr N complains that St James’s Place UK plc (SJP) did not add five contributions to his retirement account. What happened Mr N has a retirement account with SJP. In August 2020 he received an annual contribution summary, this set out that he and his employer h... (3 pages)View decision -
Decision Reference DRN-5208915
13 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5208915 The complaint Mr W complains about a hire purchase agreement he entered into with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘Audi’) in March 2013. What happened In March 2013 Audi provided Mr W with finance to purchase a new car. The car... (3 pages)View decision -
Decision Reference DRN-5207384
13 Dec 2024 Murdoch Asset Management Limited UpheldInvestmentsDRN-5207384 The complaint Mrs L has complained about the management of her daughters’ Junior ISAs (‘JISA’) by Murdoch Asset Management Limited (‘MAM’). She says there was a delay in the JISAs being set up and not performing as well as promised. Contrary to instructions, shares were sold... (11 pages)View decision -
Decision Reference DRN-4894840
13 Dec 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4894840 The complaint Mr A complains about Barclays Bank Plc. He’s unhappy with the delay in transferring shares to his ISA account. What happened Mr A took part in an employee sharesave scheme which was due to mature on 1 November 2023. He spoke to Barclays on the day of maturity t... (3 pages)View decision -
Decision Reference DRN-5173977
13 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5173977 The complaint Mr A complains that Ageas Insurance Limited (“Ageas”) increased the renewal price of his car insurance policy. What happened Mr A had a motor insurance policy with Ageas. The policy was taken out through a broker. He’d paid a premium of £242.38 for the period 2... (2 pages)View decision -
Decision Reference DRN-5207369
13 Dec 2024 Murdoch Asset Management Limited UpheldInvestmentsDRN-5207369 The complaint Mrs E has complained about the management of her son’s Junior ISAs (‘JISA’) by Murdoch Asset Management Limited (‘MAM’). She says there was a delay in the JISAs being set up and they didn’t perform as well as promised. Contrary to instructions, shares were sold... (10 pages)View decision -
Decision Reference DRN-5150541
13 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5150541 The complaint Miss R complains that Secure Trust Bank Plc, trading as Moneyway, have been unreasonable to terminate her finance agreement with them. Miss R has been represented by her son in this complaint. As Miss R is the account holder I have only referred to her in this ... (2 pages)View decision
