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 125363 results
-
Decision Reference DRN-4594374
30 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4594374 The complaint Ms B, Mr H and Mr N complain about the price charged by Arch Insurance (UK) Limited (“Arch”) to renew their commercial property insurance policy. Mr N has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any... (3 pages)View decision -
Decision Reference DRN-4724732
30 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4724732 The complaint Mr S complains about how QIC Europe Ltd (“QIC”) dealt with a claim he made on his buildings and contents insurance policy following a fire at his home. What happened Mr S has a Policy Expert Home Select policy with QIC that began on 9... (9 pages)View decision -
Decision Reference DRN-4771785
30 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4771785 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) is holding him liable for transactions on his account which he didn’t authorise. What happened On 3 April 2024, I issued my provisional decision on this complaint. I wanted to give bo... (3 pages)View decision -
Decision Reference DRN-4732851
30 Apr 2024 Shawbrook Bank Limited UpheldInvestmentsDRN-4732851 The complaint Mr K complains that Shawbrook Bank Limited (“Shawbrook”) failed to deal with the maturity of a fixed rate savings bond in a timely manner. What happened I issued a provisional decision on this complaint in March 2024. In that decision I explained why I thought the... (7 pages)View decision -
Decision Reference DRN-4732159
30 Apr 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4732159 The complaint Mr B is unhappy with advice given by Harbour Rock Capital Limited (Harbour Rock) to transfer his pension plan to a Parmenion SIPP (self invested personal pension). Mr B says the advice was unsuitable and he’s suffered financial loss in consequence. The advice was... (6 pages)View decision -
Decision Reference DRN-4558050
30 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4558050 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) declined a loan application despite initially accepting it. She would like more compensation than Barclays has offered. What happened The details of this complaint are well known to both parties so I won’t repea... (2 pages)View decision -
Decision Reference DRN-4770615
30 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4770615 The complaint Mr G complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (37 pages)View decision -
Decision Reference DRN-4698203
29 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4698203 The complaint Ms L has complained that HSBC UK Bank Plc won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2023, a series of payments were taken from Ms L’s HSBC account using a direct debit instruction, totalling over £800. As Ms L had ... (3 pages)View decision -
Decision Reference DRN-4563343
29 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4563343 The complaint Mr H and Mr N complain about the price charged by Arch Insurance (UK) Limited (“Arch”) to renew their commercial property insurance policy. Mr N has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-4722874
29 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4722874 The complaint Mr B complains that American Express Services Europe Limited (AESEL) did not put in place the reasonable adjustment he asked them for. Mr B is represented by his wife in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments sh... (4 pages)View decision
