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 128312 results
-
Decision Reference DRN-4934743
12 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsThe complaint Mrs H complains that HSBC UK Bank Plc did not properly address the problems she had with her bank card and PIN. She said HSBC advised her to go to a branch for which she has incurred a great deal of costs which haven’t been reimbursed. What happened In April 2024 Mrs H had is... (3 pages)View decision -
Decision Reference DRN-4959838
12 Aug 2024 Cater Allen Limited UpheldBanking and PaymentsDRN-4959838 The complaint Mr F complains Cater Allen Limited trading as Cater Allen Private Bank (CA) acted unfairly when it closed his bank account and failed to send him the closing balance. What happened Mr F says he held a banking relationship with CA for around 40 years and in 2022... (4 pages)View decision -
Decision Reference DRN-4959924
12 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4959924 The complaint Mrs M has complained that Red Sands Insurance Company (Europe) Limited has only offered to partially settle a claim she made on a travel insurance policy. What happened Mrs M was on holiday abroad in May 2023 when she became unwell. On 28 May 2023 the hotel ar... (3 pages)View decision -
Decision Reference DRN-4888644
12 Aug 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4888644 The complaint Mr D complains Zopa Bank Limited trading as Zopa (Zopa) provided him with poor customer service when its app failed, meaning he was unable to transfer funds into a new Individual Savings Account (ISA). What happened Mr D says he opened an app-based savings acco... (3 pages)View decision -
Decision Reference DRN-4955131
12 Aug 2024 AWP P&C S.A. UpheldInsuranceDRN-4955131 The complaint Mr G has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy. What happened Mr G was due to fly abroad on 1 December 2023. For reasons that I won’t go into, he didn’t end up taking the flight that day. He bought a new ticket ... (2 pages)View decision -
Decision Reference DRN-4949440
12 Aug 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4949440 The complaint Ms J complains that Computershare Investor Services Plc misinformed her about action she needed to take regarding a Share Incentive Plan (“SIP”) in which she had participated. What happened Ms J participated in the SIP though her employment with a company I’ll ... (5 pages)View decision -
Decision Reference DRN-4807658
12 Aug 2024 Amtrust Europe Limited UpheldInsuranceDRN-4807658 The complaint Mr S complains about Amtrust Europe Limited (“AEL”) and their handling of the claim he made on his legal expenses insurance policy. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list them chronologicall... (4 pages)View decision -
Decision Reference DRN-4824752
12 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4824752 The complaint Mr and Mrs L complain Santander UK Plc blocked their account. What happened In October 2022 Mr and Mrs L received calls and letters regarding information Santander needed about their account. Santander said it might restrict Mr and Mrs L’s access to their joi... (4 pages)View decision -
Decision Reference DRN-3963813
12 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963813 The complaint Mrs W has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.... (7 pages)View decision -
Decision Reference DRN-4959733
12 Aug 2024 Fairscore Ltd UpheldConsumer CreditDRN-4959733 The complaint Mrs P is being represented by a claims manager. She’s complaining about Fairscore Ltd trading as Updraft because she says it lent irresponsibly by providing loans she couldn’t afford. What happened Following her applications to Fairscore, Mrs P was given the fo... (5 pages)View decision