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 125400 results
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Decision Reference DRN-4730674
24 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4730674 The complaint Mr D says NewDay Ltd irresponsibly lent to him. What happened Between January 2021 and March 2023 Mr D took out four credit cards from NewDay. He complained to the lender in December 2023. It upheld his complaint about the last two cards (cards 3 and 4) that it ga... (3 pages)View decision -
Decision Reference DRN-4747985
24 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4747985 The complaint Miss C complains Haven insurance Company Limited unfairly cancelled her motor insurance policy. What happened Miss C took out motor insurance with Haven. As part of that insurance a telematics box (also known as a ‘black box’) was installed. Around a month after t... (4 pages)View decision -
Decision Reference DRN-4712326
24 Apr 2024 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-4712326 The complaint Mrs P says Phoenix Life Assurance Limited (Phoenix) delayed in processing her pension benefits claim. What happened I’m not going to refer to everything, just what’s central. Mrs P, who is resident abroad, had a pension policy with Phoenix. She contacted Phoenix o... (6 pages)View decision -
Decision Reference DRN-4758500
24 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4758500 The complaint A limited company, which I’ll call P, complains that HSBC UK Bank Plc is pursuing it unfairly and in error for repayment of a bounce back loan (“BBL”). That loan was applied for by a different limited company, which I will call M. This complaint has been referred ... (5 pages)View decision -
Decision Reference DRN-4460327
24 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4460327 The complaint Mr R complains that Bank of Scotland plc trading as Intelligent Finance (‘Intelligent Finance’) won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he saw workmen completing work at his neighbour’s house and enquired about ha... (6 pages)View decision -
Decision Reference DRN-4727309
24 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4727309 The complaint Mr C complains that MBNA Limited irresponsibly provided him with a credit card account. What happened In December 2017, MBNA opened the account with a credit limit of £1,000. No increases to the limit were applied. In 2023, Mr C complained to MBNA that it had lent... (3 pages)View decision -
Decision Reference DRN-4671365
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4671365 The complaint Miss H complains that Santander UK Plc failed to set up her direct debit payment for 15 th of each month which resulted in her missing a payment and having adverse data recorded on her credit file. What happened Miss H holds a credit card account with Santander. T... (2 pages)View decision -
Decision Reference DRN-4686207
23 Apr 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4686207 The complaint Mr M complains that Mulsanne Insurance Company Limited is responsible for mishandling a claim on his commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in late April 2019. Mr M was a dire... (3 pages)View decision -
Decision Reference DRN-4654653
23 Apr 2024 Logic Investments Ltd UpheldPensions and AnnuitiesDRN-4654653 The complaint Mrs G has complained about the advice given to her by Mayfair Capital Ltd (‘Mayfair’) to transfer her personal pension into a self-invested personal pension (‘SIPP’). Mayfair were appointed representatives of Logic Investments Ltd (‘Logic’) at that time. Following... (7 pages)View decision -
Decision Reference DRN-4682428
23 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4682428 The complaint Miss G has complained that National Savings and Investments (NS&I) didn’t allocate Premium Bonds correctly when she purchased Premium Bonds for her young relatives. What happened Miss G purchased Premium Bonds on 23 November 2022 for a great niece and great ne... (4 pages)View decision
