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 121262 results
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Decision Reference DRN-4445192
8 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4445192 The complaint Miss D complains that HSBC UK Bank Plc trading as First Direct do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this... (6 pages)View decision -
Decision Reference DRN-4445130
8 Nov 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-4445130 The complaint Mr P has complained about Interactive Investor Services Limited (Interactive). He said Interactive has denied him access to his online trading account. He said he was not given any warning about this, and it has caused him to suffer investment losses. He would lik... (5 pages)View decision -
Decision Reference DRN-4444219
8 Nov 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4444219 The complaint Miss M, through a representative, says Vanquis Bank Limited irresponsibly lent to her. What happened Miss M took out a credit card in September 2017 with a £250 limit. Vanquis increased this to £500 in February 2018, then to £1,250 in July 2018 and to £2,250 in Ma... (3 pages)View decision -
Decision Reference DRN-4444985
8 Nov 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4444985 The complaint Mr W’s complaint is about a savings endowment policy he had with Sun Life Assurance Company of Canada (U.K.) Limited (SLAC). He is unhappy that he was unable to surrender the policy when he wanted to because the policy was still assigned to his former lender. Mr W... (4 pages)View decision -
Decision Reference DRN-4443289
8 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4443289 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard couldn't trace his account. What happened Mr C contacted Barclays in August 2022 to discuss a payment he had made as a deposit for a vehicle and some direct debits that were coming out of his acc... (2 pages)View decision -
Decision Reference DRN-4433391
8 Nov 2023 Western Provident Association Limited UpheldInsuranceDRN-4433391 The complaint Mr M is unhappy that Western Provident Association Limited declined a claim he made on a group private medical insurance policy. He’s also unhappy with the guidance he was given during the sale of the policy. What happened Mr M wanted to set up a group medical ins... (6 pages)View decision -
Decision Reference DRN-4272454
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4272454 The complaint Mr A and Ms S complain that British Gas Insurance Limited (British Gas) has unfairly refused to meet a claim for a damaged drain cover. What happened Mr A and Ms S have an insurance policy with British Gas that, amongst other things, covers repairs to their domest... (3 pages)View decision -
Decision Reference DRN-4393821
8 Nov 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4393821 The complaint Mr W has complained about the service he received from DAS Legal Expenses Insurance Company Limited, under his European breakdown cover, when his car broke down, whilst travelling in Europe. He’s complained about the handling of the breakdown plus the time it took... (3 pages)View decision -
Decision Reference DRN-4092654
8 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4092654 The complaint Mr R complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (42 pages)View decision -
Decision Reference DRN-4407193
8 Nov 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-4407193 The complaint Mr H complained that Admiral Insurance Company Limited declined his motor insurance policy claim. What happened Mr H was unhappy when his car was stolen and Admiral declined his claim for its theft. Admiral said he’d misrepresented to them because he hadn’t told t... (6 pages)View decision
