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 367300 results
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Decision Reference DRN-5204469
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5204469 The complaint Mr S complains that NewDay Ltd lent irresponsibly when it approved two credit cards in his name and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: ... (4 pages)View decision -
Decision Reference DRN-4960752
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4960752 The complaint Mr M complains that HSBC Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and focus on ... (2 pages)View decision -
Decision Reference DRN-4746080
18 Dec 2024 Dentons Pension Management Limited Not upheldPensions and AnnuitiesDRN-4746080 The complaint Mr C complained about information he says he was given in respect of a Self Invested Personal Pension (“SIPP”). He says the information he was given constituted financial advice and was incorrect. Mr C held the SIPP on a platform operated by Dentons Pension Man... (7 pages)View decision -
Decision Reference DRN-5186695
18 Dec 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5186695 The complaint The late Mrs E had a Stocks and Shares ISA with Hargreaves Lansdown Asset Management Limited (‘HL’). Mr E, in his capacity as Executor of the late Mrs E’s Estate, complains that HL failed to reinvest a dividend in shares as per Mrs E’s instructions and that th... (3 pages)View decision -
Decision Reference DRN-5208998
18 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5208998 The complaint A company, which I’ll refer to as P, complains that because of poor advice from HSBC UK Bank Plc, when changing the primary user of the business account, it lost access to the account. Also that HSBC repeatedly failed to issue welcome letters to the new user. M... (3 pages)View decision -
Decision Reference DRN-5016516
18 Dec 2024 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5016516 The complaint Mr P complains about AXA XL Insurance Company UK Limited response to his building warranty claim. XL’s been represented by an agent for the claim. For simplicity I’ve generally referred to the agent’s actions as being XL’s own. What happened Mr P holds an XL ... (3 pages)View decision -
Decision Reference DRN-5214358
18 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5214358 The complaint Mrs L complains that Lloyds Bank PLC hasn’t refunded her after she reported falling victim to an investment scam. What happened Mrs L was offered an opportunity to invest through the business of a family friend whom she’d known for a long time. The friend’s bus... (3 pages)View decision -
Decision Reference DRN-5219030
18 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5219030 The complaint Mr E complains that a car acquired under a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this ... (5 pages)View decision -
Decision Reference DRN-5002116
18 Dec 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5002116 The complaint Mr T complains that AXA PPP Healthcare Limited declined to pay for a diagnostic test under his private health insurance policy. What happened Mr T held a private health insurance policy with AXA since 17 June 2022. He was referred for some diagnostic tests on ... (4 pages)View decision -
Decision Reference DRN-5150353
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5150353 The complaint Mr V feels that HSBC UK Bank Plc haven’t paid him the correct amount of interest on his account. What happened Mr V raised a complaint with HSBC because he felt that he hadn’t received the correct amount of interest on his HSBC Online Bonus Saver account. Speci... (2 pages)View decision
