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 119142 results
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Decision Reference DRN-3846684
9 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3846684 The complaint Mr S complains HSBC UK Bank Plc, trading as first direct (“First Direct”), didn’t reimburse the money he lost when he was the victim of an ‘authorised push payment’ (“APP”) vehicle purchase scam. What happened Both parties are aware of the circumstances of the com... (6 pages)View decision -
Decision Reference DRN-3313842
9 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3313842 The complaint Miss R complained that PayrNet Limited reviewed, closed, and withheld access to the funds in an electronic money account. The account was operated by an agent of PayrNet, but to keep things simple I’ll refer to PayrNet in this decision. What happened Miss R had an... (4 pages)View decision -
Decision Reference DRN-3558190
9 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3558190 The complaint Mr T is unhappy that Barclays Bank UK Plc haven’t refunded him for transfers made from his account which he says he didn’t authorise. What happened Between 23 September 2021 and 24 September 2021, three online transfers totalling £1,448 were made from Mr T’s bank ... (3 pages)View decision -
Decision Reference DRN-3851669
9 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3851669 The complaint Mr and Mrs E complain Ageas Insurance Limited have unfairly declined their contents insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (3 pages)View decision -
Decision Reference DRN-3802410
9 Dec 2022 Morses Club PLC UpheldConsumer CreditDRN-3802410 The complaint Ms C, through her representative, complains that Morses Club PLC, lent to her without doing the right checks and if it had then it would not have lent to her. What happened Ms C’s representative said that she took 6 loans. The final response letter from Morses lis... (5 pages)View decision -
Decision Reference DRN-3660750
9 Dec 2022 Neovision Wealth Management Limited UpheldPensions and AnnuitiesDRN-3660750 The complaint Mrs M complains, through her representative, that Neovision Wealth Management Limited gave her unsuitable advice to transfer three personal pension plans (PPP) to a Self-Invested Personal Pension (SIPP), and invest the funds using a discretionary fund manager (DFM... (8 pages)View decision -
Decision Reference DRN-3850923
9 Dec 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3850923 The complaint Mr A complains as trustee of a trust (T) that without the trustees’ permission, TSB Bank plc (TSB) changed the status of its account (the Account). Mr A also raised concerns about unpaid interest that was due on the Account between 2012 and 2013. What happened The... (3 pages)View decision -
Decision Reference DRN-3836467
9 Dec 2022 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-3836467 The complaint Mr M is unhappy Al Rayan Bank PLC (“Al Rayan”) hasn’t reimbursed him after he transferred money to a fraudster as part of an impersonation scam. What happened I issued a provisional decision in November 2022 to explain why I thought Mr M’s complaint should be part... (5 pages)View decision -
Decision Reference DRN-3209441
9 Dec 2022 D C Financial Limited UpheldPensions and AnnuitiesDRN-3209441 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. DC Financial Limited is responsible for answering this complaint and so to keep things consistent, I’ll refer ... (11 pages)View decision -
Decision Reference DRN-3847859
9 Dec 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3847859 The complaint Miss W complains about the time it took for Domestic & General Insurance Plc to deal with her claim when her mobile phone was stolen. She’s also unhappy about the level of customer service she received. What happened Miss W has insurance cover for her phone wi... (4 pages)View decision
