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 119791 results
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Decision Reference DRN-4062261
17 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4062261 The complaint Mrs T complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly by increasing her overdraft limit when she was in financial difficulty. She is also unhappy that HSBC continued to allowed her to spend on her overdraft after she’d made it aware of her circumstanc... (4 pages)View decision -
Decision Reference DRN-4135875
17 May 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4135875 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t refund the money he lost in a scam. What happened The facts of this case are well known to both parties, so I won’t go into detail here. Mr O made a payment of £2,900 through Wise to what he thought was a we... (2 pages)View decision -
Decision Reference DRN-4135865
17 May 2023 Key Retirement Solutions Limited UpheldMortgagesDRN-4135865 The complaint Mr R and Mrs W’s complaint is about a lifetime mortgage application they made through Key Retirement Solutions Limited (trading as The Equity Release Experts). They are unhappy that they were told no upfront fees would be payable for the advice or the application,... (4 pages)View decision -
Decision Reference DRN-3711676
17 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3711676 The complaint A company, which I’ll refer to as “D”, complains about the service it received from HSBC UK Bank Plc when trying to apply to the bank for a loan under the Recovery Loan Scheme. D’s director, Mr R, brings the complaint on the company’s behalf. What happened Mr R ap... (3 pages)View decision -
Decision Reference DRN-4111457
16 May 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4111457 The complaint Mr C complains that Creation Financial Services Limited lent to him irresponsibly. What happened Mr C applied for a Creation credit card in 2011. The account was closed in 2016. Mr C complained to Creation. He said it had lent irresponsibly to him. Our investigato... (2 pages)View decision -
Decision Reference DRN-3929765
16 May 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-3929765 The complaint Mr A complains Acromas Insurance Company Limited unfairly declined his motor parts and labour insurance claim. What happened In July 2022 Mr A claimed against his Acromas parts and labour insurance policy. His car was recovered to a garage. It was unable to under... (2 pages)View decision -
Decision Reference DRN-4115133
16 May 2023 UIA (Insurance) Limited UpheldInsuranceDRN-4115133 The complaint Mr S and Miss W complaint UIA (Insurance) Limited unreasonably withdrew funding for a claim they made on a legal expenses insurance policy. What happened What follows is only intended to be a summary of the events that led to this complaint. It does not therefore ... (4 pages)View decision -
Decision Reference DRN-4131509
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4131509 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to what he now believes was a scam. What happened The details of this complaint are well known to both parties. But, to briefly recap, Mr C was searching for perfume online and came across a... (3 pages)View decision -
Decision Reference DRN-3812954
16 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3812954 The complaint Mr B complains that Aviva Life & Pensions UK Limited made an unauthorised payment to him and provided poor service when he requested regular withdrawals from his pension. What happened Mr B had a pension policy with Aviva. In May 2022 he contacted Aviva and as... (4 pages)View decision -
Decision Reference DRN-4020174
16 May 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4020174 The complaint Ms C complains about the acts of Mr Y. She says he gave her unsuitable advice to switch her pensions to a self-invested personal pension (SIPP) to be able to invest through a discretionary fund manager (DFM) – SVS Securities PLC (SVS). She says Pi Financial Ltd (P... (11 pages)View decision
