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 130193 results
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Decision Reference DRN-5040932
25 Sep 2024 Amtrust Europe Limited UpheldInsuranceDRN-5040932 The complaint Mr and Mrs P complain about the way Amtrust Europe Limited has dealt with a claim on their legal expenses insurance policy. Where I refer to Amtrust, this includes its agents and claims handlers acting on its behalf. What happened Mr and Mrs P have legal expens... (4 pages)View decision -
Decision Reference DRN-4802807
25 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4802807 The complaint Mr D complaints that J. P. Morgan Europe Limited (trading as Chase) declined to refund money he lost to a scam. Mr D is represented in this complaint by a solicitor. But for simplicity I will refer to Mr D throughout this decision, even when referencing what h... (3 pages)View decision -
Decision Reference DRN-4838898
25 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4838898 The complaint Mrs J complains that St. James Place Wealth Management Plc (“SJP”) provided unsuitable advice for her to invest into two Enterprise Investments Schemes (EISs). What happened Before I set out the background, this complaint was raised by Mrs J’s attorneys on her ... (9 pages)View decision -
Decision Reference DRN-5039543
25 Sep 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5039543 The complaint On 11 October 2023 Mr W instructed the transfer of his Self-Invested Personal Pension (‘SIPP’) from Hargreaves Lansdown (‘HL’) to Vanguard Asset Management Ltd (‘Vanguard’) – the ‘SIPP switch’. This was conducted, by both firms, through Origo (the online pensio... (8 pages)View decision -
Decision Reference DRN-4888792
25 Sep 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4888792 The complaint Mr R complains about the way Starling Bank Limited addresses him. What happened Mr R has explained that he’s only comfortable with close family and friends using his first name. Mr R says that when dealing with Starling Bank he wants it to use his title (Mr) an... (2 pages)View decision -
Decision Reference DRN-5040119
25 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5040119 The complaint Mrs H complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged her ongoing advice charges (“OACs”) despite not receiving annual reviews. Mrs H is being represented by a claims management company, however, for... (5 pages)View decision -
Decision Reference DRN-4857206
25 Sep 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4857206 The complaint Mr C complains that Starling Bank Limited declined his application to open a new personal bank account. What happened Earlier this year, Mr C made some applications to open a business bank account with Starling Bank. Mr C also made an application to open a new... (2 pages)View decision -
Decision Reference DRN-5028285
25 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5028285 The complaint Mrs S complains HSBC UK Bank plc (HSBC) made mistakes delivering her replacement credit card, which caused her extreme inconvenience and financial loss. What happened Mrs S’s legal representative Miss F, says in late March 2024, Mrs S requested a replacement cr... (3 pages)View decision -
Decision Reference DRN-5040653
25 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-5040653 The complaint Mr S complains that Bank of Scotland plc trading as Halifax acted unfairly by declining his request to extend his interest only mortgage. What happened Mr S took out an interest only mortgage in 2009 for an initial ten-year term. The mortgage was extended via a... (4 pages)View decision -
Decision Reference DRN-5030131
25 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5030131 The complaint Miss D is unhappy that Aviva Insurance Limited has cancelled her contents insurance policy. This complaint involves the actions of agents for whom Aviva are responsible. Any reference to Aviva includes its agents. What happened Miss D held a contents insuranc... (4 pages)View decision