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-4201805
14 Aug 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4201805 The complaint Mr R complains HSBC UK Bank Plc lent to him irresponsibly when they approved two loans. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-3580424
14 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3580424 The complaint Mr H complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financi... (11 pages)View decision -
Decision Reference DRN-4299375
14 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4299375 The complaint Miss D complains about the way that Vitality Health Limited handled a claim she made on a personal private medical insurance policy. Miss D’s represented by Mr M. What happened The circumstances of this complaint are well-known to both parties, so I haven’t set th... (5 pages)View decision -
Decision Reference DRN-4166402
14 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4166402 The complaint Mr and Mrs B complain about U K Insurance Limited’s (UKI) settlement of a curtailment claim under their travel insurance policy and about its service. What happened Mr and Mrs B have travel insurance through a packaged bank account. The insurer is UKI. In February... (7 pages)View decision -
Decision Reference DRN-4299569
14 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4299569 The complaint Miss E is unhappy with a car supplied under a hire purchase agreement provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened In January 2022, Miss E acquired a used car funded in part with a hire purchase agre... (6 pages)View decision -
Decision Reference DRN-4291464
14 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4291464 The complaint Mr F complains that the fixed interest rate deal he chose with National Westminster Bank Plc was never applied to his mortgage. He said NatWest told him something had gone wrong, and encouraged him to complain, but then refused to sort things out for him. What hap... (7 pages)View decision -
Decision Reference DRN-4013318
14 Aug 2023 The Private Office Limited UpheldInvestmentsDRN-4013318 The complaint Ms R complains that The Private Office Limited (‘TPO’) failed to alert her to a tax liability she incurred in relation to her student loan when providing her with investment advice about bond encashment. What happened In April 2021, Ms R approached TPO for financi... (4 pages)View decision -
Decision Reference DRN-4266901
14 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4266901 The complaint X is complaining that Lloyds Bank PLC didn’t comply with the reasonable adjustments X had requested due to their disability. What happened X has a medical condition and they’ve let Lloyds know that they require reasonable adjustments under the Equality Act 2010. T... (2 pages)View decision -
Decision Reference DRN-4205202
14 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4205202 The complaint Mr B and Mrs B have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home insurance policy. What happened Mr B and Mrs B contacted Admiral to make a claim for storm damage when they found damage to their roof. Admir... (3 pages)View decision -
Decision Reference DRN-4236004
14 Aug 2023 Truscott Wealth Management Limited UpheldPensions and AnnuitiesDRN-4236004 The complaint Mr O complains that Truscott Wealth Management Limited (“TWM”) has received fees from his pension investments, that he hadn’t agreed to pay, for ongoing advice. What happened Mr O held defined benefits in an occupational pension scheme (“OPS”). He also held pensio... (5 pages)View decision
