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 122183 results
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Decision Reference DRN-4144476
21 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4144476 The complaint Mr D complains about National Westminster Bank Plc closing his son’s (Mr D) bank account after he deposited an inheritance cheque. What happened I issued my provisional decision on 8 March 2023, and this is what I said: I’ve considered the relevant information abo... (3 pages)View decision -
Decision Reference DRN-3987001
20 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3987001 The complaint Mr P complains that HSBC UK Bank Plc unfairly registered a default on his credit file. What happened Mr P says he owed HSBC a debt of about £8,000 and spoke to it in around May 2022 about the debt. He says he spoke to HSBC again but was told it would not agree to ... (2 pages)View decision -
Decision Reference DRN-4143467
19 May 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4143467 The complaint Mr S complains about the way Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“VWFS”) took back his car after his hire agreement ended. What happened In March 2019 Mr S entered into a two-year contract hire agreement for a new car. Th... (5 pages)View decision -
Decision Reference DRN-3996553
19 May 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3996553 Complaint Mrs S is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to a scam. Background In May 2022, Mrs S fell victim to a scam. She received a phone call from someone who claimed to work for HM Courts & Tribunals Service. Unfortunately, that individua... (3 pages)View decision -
Decision Reference DRN-4049689
19 May 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4049689 The complaint Mr H says Scottish Widows Limited is responsible for providing him with incorrect information about the value of his pension income. He says this led him to take decisions about his retirement based on flawed information which will have serious consequences for hi... (4 pages)View decision -
Decision Reference DRN-4107887
19 May 2023 Vitality Health Limited UpheldInsuranceDRN-4107887 The complaint Mr T complains that Vitality Health Limited has turned down an NHS cash benefit claim he made on a private medical insurance policy. What happened In December 2021, Mr T visited his local hospital with severe abdominal pain. He was prescribed antibiotics. However,... (3 pages)View decision -
Decision Reference DRN-4108617
19 May 2023 Think Money Limited UpheldBanking and PaymentsDRN-4108617 The complaint Mr M complains that Think Money Limited didn’t provide him with the service it should have when he wanted to pay money into his account. What happened Mr M says he visited the Post Office on several occasions to deposit £1,000 into his Think Money account but was ... (2 pages)View decision -
Decision Reference DRN-4135787
19 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4135787 The complaint Mr R complains that ReAssure Limited has refused to backdate his pension payments to his 65 th birthday. Mr R has been helped in this complaint by his independent financial adviser (“IFA”). What happened Mr R had a personal pension with Legal & General (“L&... (4 pages)View decision -
Decision Reference DRN-3869874
19 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3869874 The complaint Mr and Mrs P are unhappy that AA Underwriting Insurance Company Limited declined their home insurance claim. What happened Mr and Mrs P had a home insurance policy with AA. They noticed some damp in their property and a plumber located a leak from a pipe. Mr and M... (2 pages)View decision -
Decision Reference DRN-4053771
19 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-4053771 The complaint Mrs W had a credit facility with Gain Credit LLC, trading as Drafty. Mrs W says she paid it off late September 2020. Drafty says she still owes it money. The complaint by Mrs W relates to poor management of the account including her credit file records. What happe... (12 pages)View decision
