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
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Decision Reference DRN-4800375
14 Jun 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4800375 The complaint Mr A is unhappy with several aspects of the service that he’s received from HSBC UK Bank Plc surrounding his joint mortgage. Please note that the joint mortgage holder, Mr A’s ex-wife, hasn’t consented to this complaint. As such, I can only consider the actions of... (6 pages)View decision -
Decision Reference DRN-4797238
14 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4797238 The complaint Mr W complains about his mortgage with Santander UK Plc. His concerns go back many years, but in summary he believes that his mortgage should have been paid off by now and that Santander has acted unfairly in taking legal action to recover the outstanding balance.... (21 pages)View decision -
Decision Reference DRN-4853645
14 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4853645 The complaint Mr D and Ms R complain AWP P&C SA provided a poor level of service and settled their claim unfairly. Mr D brings the complaint on behalf of himself and Ms R, so for ease I will refer to all submissions as having been made by Mr D. What happened Mr D and Ms R h... (5 pages)View decision -
Decision Reference DRN-4742968
14 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4742968 The complaint Mr M and Miss R complaint that National Westminster Bank Plc unreasonably closed their joint accounts. They’d like to be compensated for the inconvenience caused, and for the losses. What happened The background to this complaint is well known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-4795118
14 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4795118 The complaint Mr C and Miss M complain about the settlement payment U K Insurance Limited (UKI) paid following the total loss of their car, under Miss M’s motor insurance policy. What happened Miss M’s car was involved in an accident and a claim was made to UKI. It offered to s... (3 pages)View decision -
Decision Reference DRN-4853383
14 Jun 2024 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-4853383 The complaint Mr D complains that JAJA Finance LTD trading as AA Credit Card did not respond to the letters he sent them. What happened Mr D says that he wrote to JAJA asking for a change in his payment date, but he got no reply. He says his account was frozen, but he continued... (4 pages)View decision -
Decision Reference DRN-4845587
14 Jun 2024 Capital Com (UK) Limited UpheldInvestmentsDRN-4845587 The complaint Mr I complains that Capital Com (UK) Limited (“Capital”) closed 16 of his open contract for differences positions without his knowledge or permission. He says the closures happened due to a technical problem with Capital’s platform and that, after the positions we... (4 pages)View decision -
Decision Reference DRN-4761757
14 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4761757 The complaint Mr P complains that Bank of Scotland plc trading as Halifax did not respond fairly to his complaint about a payment it sent to the wrong bank in error. In particular, he says Halifax has not honoured its agreement for him to keep the money paid in error. What happ... (3 pages)View decision -
Decision Reference DRN-4853173
14 Jun 2024 Humboldt Financial Limited UpheldInsuranceDRN-4853173 The complaint Ms C says Humboldt Financial Limited mis-sold her a critical illness insurance policy (‘the policy’). What happened I issued a provisional decision in May 2024 explaining why I was intending to uphold this complaint. An extract of my provisional decision is set ou... (6 pages)View decision -
Decision Reference DRN-4338482
14 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4338482 The complaint Ms M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to inv... (51 pages)View decision