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 119592 results
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Decision Reference DRN-3797657
21 Dec 2022 Oplo HL Ltd UpheldMortgagesDRN-3797657 The complaint Mr M complains that Oplo HL Ltd (“Oplo”) lent to him irresponsibly as he experienced financial difficulties during the repayment of the four loans he took out. What happened Mr M says that he purchased a property to renovate in 2016 and many unforeseen problems ar... (22 pages)View decision -
Decision Reference DRN-3161520
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3161520 The complaint Mrs S complains she was the victim of an investment scam and that HSBC UK Bank Plc didn’t do enough to recover her money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (5 pages)View decision -
Decision Reference DRN-3865418
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865418 The complaint Mr A complains HSBC UK Bank Plc trading as first direct (‘HSBC’) didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (6 pages)View decision -
Decision Reference DRN-3703509
21 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3703509 The complaint Ms H complains Creation Consumer Finance Ltd (Creation) financed a fitted kitchen which is of unsatisfactory quality. She has questioned the overall amount of the loan and seeks all the remedial work needed to be carried out, the starting point of the interest fre... (3 pages)View decision -
Decision Reference DRN-3870966
21 Dec 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3870966 The complaint Mr M complains that Pi Financial Limited (trading as Diversify Financial Services) wrongly advised him to transfer from his three existing personal pensions into a self-invested personal pension (SIPP) and use an advisory investment management service from Mayfair... (11 pages)View decision -
Decision Reference DRN-3870574
21 Dec 2022 F2 Capital Ventures LLP UpheldPensions and AnnuitiesDRN-3870574 The complaint Mr H complains that advice given by F2 Capital Ventures LLP trading as “The Complete Financial Player” was unsuitable and caused him a financial loss. Mr H is represented in this complaint by a claims management company (“CMC”). What happened In August 2018 Mr H a... (10 pages)View decision -
Decision Reference DRN-3757384
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3757384 The complaint Mrs L and a company that I’ll refer to as E are trustees of a trust which I’ll refer to as L. The trustees have complained that AXA Insurance Plc unfairly reduced the settlement on L’s commercial property insurance claim due to the property being underinsured. Mr ... (6 pages)View decision -
Decision Reference DRN-3870387
21 Dec 2022 Embark Services Limited UpheldPensions and AnnuitiesDRN-3870387 The complaint Mr B through a representative (for ease of reference I’ll just refer to Mr B) complains that Embark Services Limited (Embark) has made numerous errors when administering his policy. What happened This complaint is related to a previous complaint considered by this... (3 pages)View decision -
Decision Reference DRN-3846122
21 Dec 2022 QBE UK Limited UpheldInsuranceDRN-3846122 The complaint A company that I will call T, complains about the settlement of its business interruption insurance claim, made as a result of the COVID-19 pandemic, by QBE UK Limited. What happened T operates as a hotel and held an industry specific commercial insurance policy u... (4 pages)View decision -
Decision Reference DRN-3853462
21 Dec 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3853462 The complaint Mr S complains about a letter he received from Sun Life Assurance Company of Canada (U.K.) Limited saying that he hadn’t paid a monthly premium for his whole of life policy. What happened Mr S received a letter from Sun Life saying that he hadn’t paid the premium ... (2 pages)View decision
