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 125400 results
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Decision Reference DRN-4279130
17 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4279130 The complaint Mr S is a sole trader. He complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ar... (2 pages)View decision -
Decision Reference DRN-4306224
17 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4306224 The complaint Mr B is unhappy that Bank of Scotland plc, trading as Halifax, couldn’t take payments he wanted to make to his credit card account. What happened In July 2022, Mr B called Halifax to pay the balance outstanding on his credit card but was unable to do because of an... (3 pages)View decision -
Decision Reference DRN-4139558
17 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4139558 The complaint Mr and Mrs E have complained that West Bay Insurance Plc have declined to cover all the losses they suffered when there was an escape of water in their home. West Bay are the underwriters of this policy ie the insurer. Part of this complaint refers to actions take... (4 pages)View decision -
Decision Reference DRN-3683412
17 Aug 2023 Montfort International Limited UpheldPensions and AnnuitiesDRN-3683412 The complaint Mr C complains about the suitability of the advice provided by Montfort International Limited (“Montfort”) in January 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a self-invested personal pension (“SIPP”). ... (15 pages)View decision -
Decision Reference DRN-4250632
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4250632 The complaint Mr and Mrs O have complained that U K Insurance Limited (‘UKI’) didn’t deal with or settle their claim fairly. What happened Mr and Mrs O have a travel insurance policy underwritten by UKI. Whilst they were abroad, Mrs O fell and sustained an injury. Mr O telephon... (3 pages)View decision -
Decision Reference DRN-4306473
17 Aug 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4306473 The complaint Miss L complains that DAS Legal Expenses Insurance Company Limited caused delays in reaching a decision on a claim under her legal expenses insurance policy, which prejudiced her position in the legal proceedings against her. She’s also unhappy with the decision i... (3 pages)View decision -
Decision Reference DRN-4305737
17 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4305737 The complaint Mr M has complained that HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened Mr M opened a credit card account with HSBC in October 2009. His credit limit was £3,000. HSBC increased Mr M’s credit limit on six occasions between November 2017 and Marc... (6 pages)View decision -
Decision Reference DRN-4296126
17 Aug 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4296126 The complaint Mr J and Ms D complain on behalf of Mrs J that Fairmead Insurance Limited declined a claim made under her home insurance policy following damage caused by a water leak. Mr J has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to F... (3 pages)View decision -
Decision Reference DRN-4248435
17 Aug 2023 Studio Retail Limited UpheldConsumer CreditDRN-4248435 The complaint Ms R complains that Studio Retail Limited (“Studio”) provided her with a catalogue shopping account that she could not afford, and then increased the limit on it. What happened In November 2019 Studio approved a catalogue shopping account with an initial limit of ... (3 pages)View decision -
Decision Reference DRN-4172369
17 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4172369 The complaint A company, which I’ll refer to as I, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a payment it didn’t make. Miss H, who is a director of I, brings the complaint on I’s behalf. What happened The details of this complaint... (2 pages)View decision
