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 121115 results
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Decision Reference DRN-4324837
16 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4324837 The complaint Mr H complains that HSBC UK Bank Plc duplicated a balance transfer made from his HSBC credit card to a credit card with a different bank, M, in error causing him to be out of pocket. What happened The details of this complaint are well known to both parties, so I ... (4 pages)View decision -
Decision Reference DRN-4522913
16 Jan 2024 Lloyds Bank PLC UpheldMortgagesDRN-4522913 The complaint Mr F complains that Lloyds Bank PLC failed to remove the charge over his property after his mortgage was repaid. He only discovered the charge was still on when trying to take new borrowing some years later. What happened Mr F had a mortgage with Lloyds which was ... (3 pages)View decision -
Decision Reference DRN-4548585
16 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4548585 The complaint Mrs U has complained about the service she received from British Gas (BG) when the boiler and heating system in her rental property broke down, and about the certification of her boiler as safe. References to BG are to British Gas Insurance Limited (BGI) and Briti... (6 pages)View decision -
Decision Reference DRN-4525987
16 Jan 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4525987 The complaint Mr M has complained that the advice he received from Sesame Limited to transfer his Occupational Pension Scheme (OPS) benefits to a personal pension was not suitable. What happened In February 1996 at the age of 24, Mr M left his employer to become self-employed. ... (7 pages)View decision -
Decision Reference DRN-4520000
16 Jan 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4520000 The complaint Mr R complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (44 pages)View decision -
Decision Reference DRN-4544912
16 Jan 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4544912 The complaint Mr A complains about a used car he acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway. The car has suffered catastrophic engine damage and Mr A believes this is due to the car having previously been mapped. What happened Arou... (4 pages)View decision -
Decision Reference DRN-4511379
16 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4511379 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened On 27 February 2023, Mrs A was supplied with a used car through a hire purchase agreement with BMF. She ... (4 pages)View decision -
Decision Reference DRN-4515591
16 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4515591 The complaint Mr A has complained about Marshmallow Insurance Limited. He isn’t happy that it turned down a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mr A made a claim unde... (3 pages)View decision -
Decision Reference DRN-4535400
16 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4535400 The complaint Mr and Mrs F complain that Hastings Insurance Services Limited mishandled a change they made to their car insurance policy. What happened In August 2022 Mr and Mrs F asked Hastings to amend their policy as they’d changed their car. Hastings said their premium woul... (2 pages)View decision -
Decision Reference DRN-4534621
16 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4534621 The complaint Miss W is unhappy that Inter Partner Assistance SA (‘IPA’) is only willing to pay a proportion of the claim made on her travel insurance policy. What happened Miss W has the benefit of an annual, multi-trip travel insurance policy underwritten by IPA (‘the policy’... (3 pages)View decision
