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-4701404
22 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4701404 The complaint Mr H complains as a director of G, a company, that PayPal (Europe) Sarl et Cie SCA unfairly blocked or reversed payments made in respect of G What happened Mr H had previously complained that PayPal had blocked or reversed a number of payments made in respect of G... (3 pages)View decision -
Decision Reference DRN-4701947
22 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4701947 The complaint The fixed rate on Mr H and Mrs A’s mortgage with HSBC UK Bank Plc ended on 31 December 2022. They complain HSBC said they could only refix their mortgage in October 2022, then didn’t say the policy changed, so they missed a September fix at a better rate. What hap... (5 pages)View decision -
Decision Reference DRN-4700934
22 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4700934 The complaint Ms L has complained that Sun Life Assurance Company of Canada (U.K.) Limited undertook insufficient due diligence checks and failed to give appropriate warnings to her - before transferring her personal pensions to a Small Self-Administered Scheme (SSAS) invested ... (24 pages)View decision -
Decision Reference DRN-4586280
22 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4586280 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) irresponsibly provided him with three unaffordable credit cards. Mr M has also complained about Virgin Money’s actions when dealing with the accounts while he’s been in financial difficultie... (6 pages)View decision -
Decision Reference DRN-4686932
22 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4686932 The complaint Mrs H has complained that Admiral Insurance (Gibraltar) Limited declined her claim on her travel insurance policy. What happened Mrs H took out an annual insurance policy with Admiral through an online price comparison website in April 2023 for her holiday in May ... (3 pages)View decision -
Decision Reference DRN-4691951
22 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4691951 The complaint Mr and Mrs D have complained about payments to a merchant deducted from their account by Bank of Scotland plc (trading as Halifax). They are also unhappy with the way in which their concerns about this were subsequently handled. What happened I have previously iss... (6 pages)View decision -
Decision Reference DRN-4684464
22 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4684464 The complaint Mr and Mrs W are unhappy with the way Aviva Insurance Limited (Aviva) handled a claim on their motor insurance policy following an accident. For ease of reference, I’ll only refer to Mr W throughout this decision. What happened On 9 July 2023, Mr W logged a claim ... (3 pages)View decision -
Decision Reference DRN-4473464
22 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4473464 The complaint Mr S has complained about the actions of The Prudential Assurance Company Limited (Prudential) when he withdrew funds from his plan and he is unhappy with the issues that arose subsequently concerning the service provided to resolve things. What happened The histo... (5 pages)View decision -
Decision Reference DRN-4506144
22 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4506144 The complaint Mr O complains that Nationwide Building Society hasn’t refunded a payment he made using his credit card. What happened In 2019, Mr O entered into a contract with a holiday tour operator (who I’ll refer to as “T”). The total cost of the tour was £10,978.79 for two ... (4 pages)View decision -
Decision Reference DRN-4701236
22 Mar 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4701236 The complaint Mrs G and Mr G are unhappy with the service provided by Highway Insurance Company Limited (Highway Insurance) following a claim made on their home insurance policy. Mrs G and Mr G are both parties to this complaint. Mr G has primarily dealt with this service. For ... (6 pages)View decision
