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 125299 results
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Decision Reference DRN-4283934
24 Jan 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4283934 The complaint Mr H has complained about the service he has received from HSBC UK Bank Plc when he applied to switch his residential mortgage to a buy-to-let (BTL) and take out additional borrowing. What happened In September 2022 Mr H said he wanted to convert his existing resi... (3 pages)View decision -
Decision Reference DRN-4572591
24 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4572591 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited misled her when she was purchasing a policy, and she wouldn’t have purchased this policy if she had been given the right information. What happened Miss M took out a car insurance policy with Admiral in M... (3 pages)View decision -
Decision Reference DRN-4521998
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4521998 The complaint Mr P has complained Monzo Bank Ltd didn’t cancel recurring transactions on his account as he requested in June 2022. What happened As Mr P was going into prison, he asked Monzo to cancel payments from his account whilst he was away. He also wanted them to assist i... (2 pages)View decision -
Decision Reference DRN-4175442
24 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4175442 The complaint Miss R complains she tried to withdraw cash from the post office, but even though the transaction was declined, and no cash was given to her, Santander UK PLC (“Santander”) still debited the £300 from her account. What happened The facts of this case are well know... (2 pages)View decision -
Decision Reference DRN-4577366
24 Jan 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4577366 The complaint Miss D says Vanquis Bank Limited irresponsibly lent to her. What happened Miss D applied for a credit card in August 2020. It was approved with a limit of £500 and she was given two subsequent credit limit increases. The first was in August 2021 to £850 and the se... (3 pages)View decision -
Decision Reference DRN-4533411
24 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4533411 The complaint Mr I complains Haven Insurance Company Limited hasn’t offered a fair value for his car following it being written off after an accident. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summari... (3 pages)View decision -
Decision Reference DRN-4294350
24 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4294350 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays in replacing a leaking water cylinder at his home. He wants British Gas to compensate him for the inconvenience his household experienced, for the excess on his home insurance claim and ... (3 pages)View decision -
Decision Reference DRN-4526473
24 Jan 2024 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-4526473 The complaint Mrs A has complained about the advice given by M2 Financial Ltd (now Towergate Financial (East) Limited – I’ll just refer to “Towergate” in my decision) – in respect of transferring the benefits from her defined benefit (“DB”) occupational pension scheme to a pers... (7 pages)View decision -
Decision Reference DRN-4577443
24 Jan 2024 Society of Lloyd's UpheldInsuranceDRN-4577443 The complaint Mr and Mrs R complain that Society of Lloyd’s has turned down a cancellation claim they made on an annual travel insurance policy. What happened Mr and Mrs R renewed their annual travel insurance policy. On 9 November 2022, Mrs R was put on a waiting list for a hi... (5 pages)View decision -
Decision Reference DRN-3802957
24 Jan 2024 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3802957 The complaint Mr T complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Acumen Independent Financial Planning Limited is responsible for answering this comp... (6 pages)View decision
