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 125716 results
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Decision Reference DRN-4348947
29 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4348947 The complaint Mr K is unhappy HSBC UK Bank Plc will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative, for ease I will refer solely to Mr K in this decision. What happened As both parties are... (4 pages)View decision -
Decision Reference DRN-4232863
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4232863 The complaint Miss B complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-4365265
29 Sep 2023 Beacon Wealth Management Limited UpheldPensions and AnnuitiesDRN-4365265 The complaint Mrs P complains that Beacon Wealth Management Limited (Beacon) mis-sold her a Self- Invested Personal Pension (SIPP) which doesn’t meet her objectives What happened I set out the background to this complaint in my earlier provisional decision. For clarity I repeat... (9 pages)View decision -
Decision Reference DRN-4246248
29 Sep 2023 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-4246248 The complaint Mrs T complains about the advice given by Dobson & Hodge Limited (D&H) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and believe... (5 pages)View decision -
Decision Reference DRN-4375042
29 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4375042 The complaint Mr A’s complaint about Barclays Bank UK PLC (Barclays) relates to the breach of an agreement he made with Barclays concerning his mortgage repayment plan. What happened In the years prior to raising his complaint with Barclays, Mr A been struggling with health iss... (3 pages)View decision -
Decision Reference DRN-4153805
29 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4153805 The complaint Mr W complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this co... (5 pages)View decision -
Decision Reference DRN-4281595
29 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4281595 The complaint Mr T has complained Bank of Scotland plc, trading as Halifax, won’t refund a transaction he didn’t make. What happened In April 2023 Mr T was out in a nightclub and had his phone stolen. The following morning he reported this to Halifax at 09:05. He noted money ha... (3 pages)View decision -
Decision Reference DRN-4215476
29 Sep 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4215476 The complaint Mr S is unhappy that American Express Services Europe Limited (American Express) took back a promotional offer he’d complied with and therefore removed the benefit of the offer. What happened In January 2023 Mr S saw a promotional offer on the American Express app... (2 pages)View decision -
Decision Reference DRN-4342532
29 Sep 2023 Insurance Claims Centre UK Ltd UpheldInsuranceDRN-4342532 The complaint Mrs M complains about how Insurance Claims Centre UK Ltd (ICC UK) have dealt with a claim on her home insurance policy. What happened A water pipe in Mrs M’s house burst causing damage to her home, a few days later a second leak also caused damage. Mrs M then appo... (3 pages)View decision -
Decision Reference DRN-4365973
29 Sep 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4365973 The complaint Ms M complains that Rock Insurance Services Limited [“Rock”] cancelled her travel insurance policy while she was on holiday and failed to return the premium she paid. What happened The background to this complaint is well known to the parties, so I’ve provided a s... (3 pages)View decision
