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 121876 results
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Decision Reference DRN-4147356
14 Jul 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4147356 The complaint Mr S complains that Bank of Scotland plc trading as Halifax will not refund him the money he lost due to him falling victim to an investment scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detai... (4 pages)View decision -
Decision Reference DRN-4241078
14 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4241078 The complaint Mr G has complained about the level of service he received from ReAssure Limited over a prolonged period; he feels this resulted in him having to switch his pension to a new provider. Mr G said he is also unhappy with how ReAssure administered his pension transfer... (8 pages)View decision -
Decision Reference DRN-4242783
14 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4242783 The complaint Mr and Mrs P complain that esure Insurance Limited have poorly handled a subsidence claim made under their buildings insurance policy. Any reference to Mr P, Mrs P, and esure, includes any respective agents or representatives. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4204669
14 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204669 The complaint Mr N complains that HSBC UK Bank Plc switched his account from his existing third-party bank without his permission. What happened Mr N applied for a student account with HSBC in 2021 and during that application, asked for his account to be switched from his exist... (3 pages)View decision -
Decision Reference DRN-4218978
14 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4218978 The complaint Mrs M complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Mrs M applied for a credit card. HSBC approved the application and gave Mrs M a card which had a 0% offer on balance transfers for a year. Mrs M made a balance transfer of £4500 in Febr... (3 pages)View decision -
Decision Reference DRN-4217441
14 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4217441 The complaint Mrs S complains that Casualty & General Insurance Company (Europe) Ltd (“Casualty & General”) has declined her claim for the costs of surgery for her pet dog. She wants Casualty & General to settle her claim in full. What happened Mrs S has owned a pet... (3 pages)View decision -
Decision Reference DRN-3472356
14 Jul 2023 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3472356 The complaint Mr C complains about the advice given by Pensionhelp Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has cau... (12 pages)View decision -
Decision Reference DRN-4184515
14 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4184515 The complaint Mr D is unhappy Creation Financial Services Limited (Creation) treated his payment as a cash transaction and applied fees and interest to his account. What happened In January 2023 Mr D used his credit card to make a payment in relation to a mortgage application f... (2 pages)View decision -
Decision Reference DRN-4222379
14 Jul 2023 BISL Limited UpheldInsuranceDRN-4222379 The complaint Mrs T and Mr T complain about the administration services provided by BISL Limited (“BISL”) when renewing their buildings insurance policy. What happened Mrs T and Mr T received their renewal price from their broker, BISL, which they say was over 400% higher than ... (3 pages)View decision -
Decision Reference DRN-3961625
14 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3961625 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr R was approached by a re... (41 pages)View decision
