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 364766 results
-
Decision Reference DRN-5162189
27 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5162189 The complaint Mrs H is a sole trader and was previously a partner in a partnership that I’ll call H. She complains that TSB Bank plc treated H’s business accounts and bounce back loan (“BBL”) unfairly when her husband and business partner passed away. What happened The partn... (3 pages)View decision -
Decision Reference DRN-5162195
27 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5162195 The complaint Mrs H is a sole trader and was previously a partner in a partnership that I’ll call B. She complains that TSB Bank plc treated B’s business account unfairly when her husband and business partner passed away. What happened The partners were longstanding business... (3 pages)View decision -
Decision Reference DRN-5051514
27 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5051514 The complaint Mr and Mrs A complain that Bank of Scotland plc (trading as Halifax) has reported their mortgage account as being in arrears to credit reference agencies. What happened Mr and Mrs A switched their Halifax interest only mortgage to a fixed rate of 2.09% in 2018... (3 pages)View decision -
Decision Reference DRN-5357752
27 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5357752 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr H says he was approach... (42 pages)View decision -
Decision Reference DRN-5309822
27 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5309822 The complaint Mr N complains HSBC UK Bank Plc unfairly blocked his account. What happened Mr N held a personal account with HSBC which was opened in May 2024. Mr N also held a separate business account with HSBC under a limited company. This complaint will solely focus on H... (3 pages)View decision -
Decision Reference DRN-5302155
27 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5302155 The complaint Mr K and Mrs K are unhappy Liverpool Victoria Insurance Company Limited declined to cover a claim on their legal expenses insurance policy. Although the policy is in joint names as the claim relates to Mr K, I’ll mainly refer to him in this decision. All refere... (2 pages)View decision -
Decision Reference DRN-5311638
27 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5311638 The complaint Mr H complains that Advantage Insurance Company Limited provided poor service when he made a claim under his motor insurance policy. What happened In October 2023 Mr H was involved in an accident and he made a claim on the motor insurance policy he had with Adv... (2 pages)View decision -
Decision Reference DRN-5155964
27 Feb 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5155964 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Hong Kong in January 2015. Mr D’s QROPS was subsequently used to invest in Christianson ... (13 pages)View decision -
Decision Reference DRN-5301370
27 Feb 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5301370 The complaint Mr L is unhappy with what HDI Global Specialty SE did after he made claims on his pet insurance policy. What happened Mr L took out pet insurance with HDI in July 2023. His dog had surgery to remove a lump the following April. Mr L made claims (through his vet)... (3 pages)View decision -
Decision Reference DRN-4771139
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4771139 The complaint Ms T complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Ms T has previously been represented by a third party. To keep things simple, I will refer to Ms T throughout my decision. What happened The ... (3 pages)View decision
