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 121262 results
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Decision Reference DRN-3972752
17 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3972752 The complaint Company S is unhappy that HSBC UK Bank Plc wouldn’t reimburse the money S lost due to an authorised push payment scam. What happened The background to the complaint is well known to both parties and so I won’t repeat it at length here. Briefly, as I understand it,... (5 pages)View decision -
Decision Reference DRN-3608542
17 Feb 2023 Citibank UK Limited UpheldInvestmentsDRN-3608542 The complaint Mr N, Miss N and Mrs V complain about the service they’ve received from Citibank UK Limited. They’re unhappy that tax forms were rejected which resulted in them having to pay tax unnecessarily. What happened The background to this complaint is well known to both p... (2 pages)View decision -
Decision Reference DRN-3906363
17 Feb 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3906363 The complaint Mr R complains that Santander UK Plc didn’t do enough to help him when he disputed a payment from his account. What happened Mr R says he didn’t make a payment of £4,275 from his account on 4 January 2022. He raised this with Santander and confirmed he hadn’t made... (3 pages)View decision -
Decision Reference DRN-3944249
17 Feb 2023 Clear Score Technology Limited UpheldConsumer CreditDRN-3944249 The complaint Mr C complains that Clear Score Technology Limited allowed a third party to fraudulently access his credit file. What happened Last year, a fraudster was able to open a Clear Score account in Mr C’s name and get access to his credit file. Around four days after th... (2 pages)View decision -
Decision Reference DRN-3969683
17 Feb 2023 Covea Insurance plc UpheldInsuranceDRN-3969683 The complaint Mr B complains about Covea Insurance plc’s decision to decline a claim made under his pet insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr B has been represented by a fami... (5 pages)View decision -
Decision Reference DRN-3731283
17 Feb 2023 Sterling Wealth Ltd UpheldPensions and AnnuitiesDRN-3731283 The complaint Mr M’s representative has complained, on his behalf, that Periscope Wealth Ltd (PWL), an appointed representative of Sterling Wealth Ltd (SWL) unsuitably advised him to transfer his existing personal pension policy (PPP) to a self invested personal pension (SIPP).... (6 pages)View decision -
Decision Reference DRN-3972413
17 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3972413 The complaint In summary, Mr W complains about the length of time Aviva Life and Pensions UK Limited, took to issue him with pension transfer forms that he asked for. He believes it has delayed the transfer of his pension fund. And he thinks it has asked him to get financial ad... (7 pages)View decision -
Decision Reference DRN-3969221
17 Feb 2023 CASFS Ltd UpheldInvestmentsDRN-3969221 The complaint Mr S has complained about the advice he received from Sanlam Financial Services UK Limited (‘Sanlam’) to invest into two Savings Programmes. Mr S is represented by a third party bringing his complaint but for ease of reference in this decision is shall refer to ‘M... (7 pages)View decision -
Decision Reference DRN-3735487
17 Feb 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3735487 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) gave him an incorrect value for his pension. What happened Mr S has a pension with Aviva. In early 2022, Aviva wrote to Mr S advising him of an error it had made with regards to his pension value. Av... (3 pages)View decision -
Decision Reference DRN-3311370
17 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3311370 The complaint A company I’ll call H complains that Bank of Scotland PLC (BoS) failed to remove a charge at Companies House, despite the underlying debt having been repaid. H says it incurred legal fees in removing the charge as it had to do so at short notice when the charge wa... (3 pages)View decision
