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 121262 results
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Decision Reference DRN-4524051
12 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4524051 Complaint Mrs H is unhappy that HSBC UK Bank Plc didn’t do more to protect her when she fell victim to an investment scam. Background In June 2022, Mrs H fell victim to an investment scam. She was researching investment opportunities and found the website of a broker. She says ... (6 pages)View decision -
Decision Reference DRN-4555558
12 Jan 2024 HL Partnership Limited UpheldMortgagesDRN-4555558 The complaint Mr and Mrs H complain that HL Partnership Limited selected a three-year product when it applied for a mortgage on their behalf, despite them saying they wanted a five-year product. Mr and Mrs H ask for an indemnity for any losses they incur in the two years after ... (3 pages)View decision -
Decision Reference DRN-4534583
12 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4534583 The complaint Mrs S complains that Sainsbury's Bank Plc (“Sainsbury’s”) failed to refund transactions she didn’t recognise. What happened Mrs S noticed a number of unusual transactions had been made using her credit card account. All the transactions used Apple Pay and wer... (4 pages)View decision -
Decision Reference DRN-4427066
12 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4427066 The complaint Miss M has complained about the way Bank of Scotland plc trading as Halifax dealt with her claim for money back. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But to summarise... (3 pages)View decision -
Decision Reference DRN-4555539
12 Jan 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4555539 The complaint Mr H complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) rejected a claim he made under Section 75 of the Consumer Credit Act 1974. What happened In 2017, Mr H purchased solar panels with a battery and boiler optimiser (“the system”) from a s... (4 pages)View decision -
Decision Reference DRN-4337036
12 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4337036 The complaint Mr B has complained about the way AXA Insurance UK Plc handled a subsidence claim made on a buildings insurance policy he benefits from. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. Mr B owns a flat in a ... (4 pages)View decision -
Decision Reference DRN-4516190
12 Jan 2024 Arrow Global Limited UpheldConsumer CreditDRN-4516190 The complaint Mr C complains about Arrow Global Limited’s actions when attempting to collect a debt that was fraudulently opened in his name. What happened Mr C has explained that after he moved out of an address a scammer opened various credit commitments in his name, one of w... (2 pages)View decision -
Decision Reference DRN-4553976
12 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4553976 The complaint Mr L complains that Lloyds Bank PLC won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr L is represented by a third party in bringing his complaint. For ease of reading, I will only refer to Mr L in my decision. ... (5 pages)View decision -
Decision Reference DRN-4541652
12 Jan 2024 Citibank UK Limited UpheldInvestmentsDRN-4541652 The complaint Ms K complains that Citibank UK Limited unfairly charged her for an advisory service despite her making it clear she wanted a non-advisory service. Ms K would the advice fee to be refunded. What happened Ms K invested £150,000 into a fund with Citibank in July 202... (4 pages)View decision -
Decision Reference DRN-3709262
12 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-3709262 The complaint Mr K complains about the advice David Stock & Co Limited (‘DSC’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice might not have been suitable for him and may have caused... (5 pages)View decision
