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 362196 results
-
Decision Reference DRN-5108196
17 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5108196 The complaint Mr C complains about the performance of his investments and the lack of bonuses applied by Phoenix Life Limited, referred to as “Phoenix”. To put things right, Mr C would like the policy values to be brought up to be in line with inflation and terminal bonuses... (6 pages)View decision -
Decision Reference DRN-5237928
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237928 The complaint Mr A complains that HSBC UK Bank Plc (HSBC) have been unreasonable not to reopen his credit card account on the same interest rate as had previously been applied. What happened Mr A’s credit card account was closed in error in October 2022. HSBC agreed to reope... (2 pages)View decision -
Decision Reference DRN-5265008
17 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5265008 The complaint Mr C complains J.P. Morgan Europe Limited, trading as Chase, blocked and closed his account without explanation. Mr C is also unhappy with how long it took for his funds to be returned. To keep things simple, I will mainly refer to “Chase” in my decision. Mr C ... (2 pages)View decision -
Decision Reference DRN-5243199
17 Jan 2025 Yodelar Investments Limited Not upheldPensions and AnnuitiesDRN-5243199 The complaint Mr A has complained to Yodelar Investments Limited (Yodelar) that the portfolio performance documented in the factsheets doesn’t reflect the performance of the portfolios within which he’s invested. What happened Mr A transferred pension funds of approximately ... (8 pages)View decision -
Decision Reference DRN-4785714
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4785714 The complaint S complains that HSBC UK Bank Plc (HSBC) is refusing to refund the amount S lost as the result of a scam. S is being represented by a third party. To keep things simple, I will refer to S throughout my decision. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4676643
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4676643 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund the money he lost, after he believes he fell victim to a scam. What happened Mr M found a PC gaming set listed on a well-known online selling platform (that I’ll call E... (4 pages)View decision -
Decision Reference DRN-4780017
17 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4780017 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’). Miss T says the car was not fit for purpose from the start, and she was u... (4 pages)View decision -
Decision Reference DRN-5219462
17 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5219462 The complaint Miss F complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In October 2019, Oodle provided Miss F with a hire purchase agreement... (5 pages)View decision -
Decision Reference DRN-5132786
17 Jan 2025 Salary Finance Limited Not upheldConsumer CreditDRN-5132786 The complaint Mr C complains that Salary Finance Limited recorded adverse information on his credit file without telling him. He wants the adverse information removed. What happened. Mr C was provided with a £650 loan by Salary Finance in August 2020. Under the agreement he ... (3 pages)View decision -
Decision Reference DRN-5216744
17 Jan 2025 British Gas Insurance Limited UpheldInsuranceDRN-5216744 The complaint Ms C has complained that British Gas Insurance Limited (British Gas) damaged her boiler when it carried out an annual service under a home emergency policy. What happened Ms C had a home emergency policy with British Gas for several years. This included an ann... (3 pages)View decision
