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 128535 results
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Decision Reference DRN-5004688
6 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5004688 The complaint A company I’ll call H complains that HSBC Bank UK PLC (HSBC) blocked then closed its account and recalled its Bounce Back Loan (BBL), without explaining why. And that it used the balance of the account funds to pay down the BBL. H is represented by its directo... (5 pages)View decision -
Decision Reference DRN-5005004
6 Sep 2024 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-5005004 The complaint Mr B complains that Vision Independent Financial Planning Ltd gave him unsuitable advice about his pension which has led to him incurring a tax charge. What happened I issued my provisional decision on this complaint on 21 August 2024. The background and circu... (10 pages)View decision -
Decision Reference DRN-4918950
6 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4918950 The complaint Mr B, on behalf of his late mother – the estate of Mrs B – has complained that the actions of St James’s Place Wealth Management Plc (‘SJP’) have led to the estate incurring a larger inheritance tax (‘IHT’) bill than it would otherwise have done. Mr B wants the... (12 pages)View decision -
Decision Reference DRN-5003444
6 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5003444 The complaint Mr C is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim made on his home insurance policy. What happened Mr C purchased a home insurance policy which included personal belongings cover for pedal cycles with an individual ... (5 pages)View decision -
Decision Reference DRN-5006870
6 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5006870 The complaint Mr and Mrs G complain about U K Insurance Limited’s (UKI) handling of a claim made under their home insurance policy. Where I’ve referred to UKI, this includes any actions and communication by agents acting on their behalf. What happened Mr and Mrs G insure t... (5 pages)View decision -
Decision Reference DRN-4975454
6 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4975454 The complaint Mr W complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr W received messages through a social media network from someone who said they were a well-known actor. And as Mr W ... (6 pages)View decision -
Decision Reference DRN-4975449
6 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975449 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr W received messages through a social media network from someone who said they were a well-known actor. And as Mr W thought he had ... (4 pages)View decision -
Decision Reference DRN-4882692
6 Sep 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4882692 The complaint Miss C complained that Tandem Personal Loans Ltd (“Tandem”) irresponsibly granted her a loan, in December 2020, that she couldn’t afford to repay. What happened Miss C took out the loan of £8,000, over a term of 48 months, in December 2020. The monthly repayme... (4 pages)View decision -
Decision Reference DRN-4996926
5 Sep 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4996926 The complaint Mr S complains that under a finance agreement, Specialist Motor Finance Limited (“SMFL”) supplied him with a car that wasn’t of satisfactory quality. Background I recently issued my provisional findings setting out the events leading up to this complaint and ... (5 pages)View decision -
Decision Reference DRN-4977479
5 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4977479 The complaint Mr R complains about the way Aviva Insurance Limited (“Aviva”) handled his motor insurance claim. What happened Mr R made a claim under his motor insurance policy with Aviva after his vehicle suffered flood damage. He became unhappy with delays in Aviva’s handl... (3 pages)View decision