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 121115 results
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Decision Reference DRN-4393911
23 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4393911 The complaint V, a limited company, complains that HSBC UK Bank Plc decided to close its account after sending letters to the wrong address. What happened V says it found out in June 2023 that its account had been restricted and was going to be closed. V explains that HSBC had ... (3 pages)View decision -
Decision Reference DRN-4413852
23 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4413852 The complaint Mr and Mrs P complain that National Westminster Bank Plc (“NatWest”) won’t refund over £141,272.05 they lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summar... (5 pages)View decision -
Decision Reference DRN-4413501
23 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4413501 The complaint Miss E complains that NewDay Ltd irresponsibly gave her a store card and two credit cards that she couldn’t afford to repay. What happened In 2010, Miss E applied for a store card with NewDay. Due to how long ago it was taken out there is limited information avail... (3 pages)View decision -
Decision Reference DRN-4374050
23 Oct 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4374050 The complaint Mr B and Ms C complain about DAS Legal Expenses Insurance Company Limited’s (DAS) poor handling of their claim, under their home emergency policy. What happened Mr B and Ms C had a leak at their tenanted property. They called DAS to make a claim. It sent an engine... (6 pages)View decision -
Decision Reference DRN-3885679
23 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3885679 The complaint Mr G 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... (41 pages)View decision -
Decision Reference DRN-4315084
23 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4315084 The complaint Mrs B complains about how Admiral Insurance (Gibraltar) Limited handled another driver’s claim against her motor insurance policy. What happened Mrs B’s son was involved in an accident whilst driving Mrs B’s car when he wasn’t insured to do so. Admiral said that a... (3 pages)View decision -
Decision Reference DRN-4413878
23 Oct 2023 Retail Money Market Ltd UpheldConsumer CreditDRN-4413878 The complaint Miss B has complained Retail Money Market Ltd, trading as RateSetter, won’t remove a credit agreement from her record as she didn’t take this out. What happened A loan with RateSetter was taken out in Miss B’s name in June 2019. After Miss B split up from her ex-p... (2 pages)View decision -
Decision Reference DRN-4368051
23 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4368051 The complaint Mrs C and Mr C are unhappy with the service provided by Royal & Sun Alliance Insurance Limited (RSA) following a claim made on their home insurance policy. Mrs C and Mr C are both parties to this complaint. Mrs C has primarily dealt with this service. For ease... (3 pages)View decision -
Decision Reference DRN-4299577
23 Oct 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4299577 The complaint Mrs M complains that Creation Financial Services Limited didn’t default her account when she went into a payment arrangement. She also complains that Creation charged fees to her account after she had notified it that she was in financial difficulties. What happen... (3 pages)View decision -
Decision Reference DRN-4406548
23 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4406548 The complaint Mr G and Mrs G are unhappy with the decision made by Aviva Insurance Limited following a claim made under their travel insurance policy. Mr G and Mrs G are both parties to this complaint. Mr G has primarily dealt with this service. For ease of reference I have ref... (3 pages)View decision
