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-4534661
15 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4534661 The complaint Mrs S complains Bank of Scotland merged her records with another customer’s, so that incorrect information reported on her credit file. What happened In early 2021 the limit on Mrs S’s credit card with Bank of Scotland was lowered. When she asked why she was told ... (4 pages)View decision -
Decision Reference DRN-4552622
15 Feb 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4552622 The complaint Ms J has complained about her commercial property insurer Arch Insurance (UK) Limited regarding claims she made following water damage during storms. What happened Ms J made claims to Arch. She wasn’t happy with how they progressed and made a complaint to the Fina... (7 pages)View decision -
Decision Reference DRN-4520941
15 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4520941 The complaint Ms C and Mr T complain about Haven Insurance Company Limited’s (Haven) handling of recording a claim made on their home insurance policy. Mr T has been the lead complainant on this complaint, so for ease I will mostly refer to Mr T. What happened In July 2020, Mr ... (2 pages)View decision -
Decision Reference DRN-4621137
15 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4621137 The complaint Mr D has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Mr D opened the SIPP with L&C in 2011 and he complains that it (L&C) didn’t carry out adequate due diligence checks on the introducer of the SIPP an... (46 pages)View decision -
Decision Reference DRN-4624500
15 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4624500 The complaint X complains that Wise Payments Limited (Wise) have failed to refund money she lost as part of a scam. What happened At a very difficult time in her life X was contacted on a messaging platform by someone offering her work. She was told she would need to pay deposi... (3 pages)View decision -
Decision Reference DRN-4356758
15 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4356758 The complaint Mr G complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him from becoming the victim of three scams that he fell victim to and would like HSBC to refund him the money he has lost. What happened In 2016, Mr G received an email advertisi... (8 pages)View decision -
Decision Reference DRN-4569131
15 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4569131 The complaint Mr and Mrs P are unhappy Lloyds Bank PLC won’t reimburse them for the money they lost when Mr P fell victim to a scam. What happened Mr and Mrs P are partners in a business, for which they hold a business account with Lloyds. Mr P saw an investment opportunity onl... (3 pages)View decision -
Decision Reference DRN-4615777
15 Feb 2024 Currencies Direct Limited UpheldBanking and PaymentsDRN-4615777 The complaint Mr M complains Currencies Direct Ltd (“Currencies Direct”) gave him incorrect information about a foreign currency transfer. What happened Mr M opened an account with Currencies Direct and deposited a significant amount of US Dollars “USD” with them with a view to... (2 pages)View decision -
Decision Reference DRN-4493259
15 Feb 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4493259 The complaint Miss A says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to her. What happened Miss A took out a loan for £10,000 over 60 months on 4 November 2022. The monthly repayments were £290.40 and the total repayable was £17,841.67. ... (3 pages)View decision -
Decision Reference DRN-4495010
15 Feb 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4495010 The complaint Mr A and Ms K complain that London and Country Mortgages Ltd made errors which meant their mortgage application lapsed. They ask for compensation for distress and having to take out a mortgage with a higher interest rate. What happened Mr A and Ms K took mortgage ... (3 pages)View decision
