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 125399 results
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Decision Reference DRN-4781298
11 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4781298 The complaint S, a company, complains that HSBC UK Bank Plc delayed in lifting restrictions it had placed on its business current account. The complaint has been brought by its director, whom I’ll refer to as Mr L. What happened In June 2022 HSBC placed restrictions on S’s curr... (2 pages)View decision -
Decision Reference DRN-4840735
11 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4840735 The complaint Mrs P has complained about the way AXA Insurance UK Plc handled a claim she made on her buildings insurance policy for subsidence. Reference to Mrs P includes her representative. What happened The claim has been ongoing for a number of years, so I’ll summarise the... (9 pages)View decision -
Decision Reference DRN-4845760
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4845760 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly and unreasonably refused to pay her claim for her dog under her pet insurance policy. What happened Mrs B bought her policy for her dog which started on 11 November 2021. Mrs B’s d... (4 pages)View decision -
Decision Reference DRN-4816684
11 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4816684 The complaint Mr O has complained that Santander UK Plc delayed moving his mortgage to a concessionary fixed interest rate and that Santander UK Plc wrongly reported mortgage arrears on his credit file. Mr O has claimed that he suffered a financial loss as a result. What happen... (4 pages)View decision -
Decision Reference DRN-4713881
11 Jun 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4713881 The complaint Mrs F complains about the service she’s received from Embark Service Limited (formally Hornbuckle Mitchell Group Ltd). She say’s they’ve failed to help rectify issues with two land investments held in her late husband’s pension. What happened Mrs F’s late husband ... (9 pages)View decision -
Decision Reference DRN-4843563
11 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4843563 The complaint Mr C complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (33 pages)View decision -
Decision Reference DRN-4717716
11 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4717716 The complaint Mr and Mrs K complain about Zurich Insurance Plc’s (Zurich) poor handling or their claim after an escape of water, and delays due to an incorrect assessment of the policy sum insured, under their buildings insurance policy. What happened Mr and Mrs K’s home was da... (4 pages)View decision -
Decision Reference DRN-4785702
11 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4785702 The complaint Mr G complains that Specialist Motor Finance Limited (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In January 2020 Mr G acquired a vehicle financed by a hire purchase agreement from S... (3 pages)View decision -
Decision Reference DRN-4585452
11 Jun 2024 ML Financial Associates Limited UpheldInvestmentsDRN-4585452 The complaint Ms B complains about ML Financial Associates Limited (‘MLFA’). She complains that her investments fell in value in 2022. She wanted to use these investments to repay a mortgage, but MLFA put up barriers to her accessing her funds. It did this by cancelling or movi... (4 pages)View decision -
Decision Reference DRN-4844482
11 Jun 2024 Santander UK Plc UpheldConsumer CreditDRN-4844482 The complaint Mrs H complains that Santander UK Plc reported incorrect information to the Credit Reference Agencies (CRA’s) which affected her mortgage. What happened Mrs H says that she spoke to Santander in June 2023 about the possibility of a repayment holiday on her persona... (6 pages)View decision
