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 119923 results
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Decision Reference DRN-3869033
21 Dec 2022 Bank of Scotland Plc UpheldMortgagesDRN-3869033 The complaint Ms A is unhappy that Bank of Scotland plc trading as Birmingham Midshires hasn’t provided a sufficient explanation for errors it made in calculating her monthly payments over the life of three mortgages she’s held with it. What happened In May 2019, Birmingham Mid... (3 pages)View decision -
Decision Reference DRN-3666783
21 Dec 2022 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3666783 The complaint Mr J complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme... (11 pages)View decision -
Decision Reference DRN-3862545
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3862545 The complaint Mr and Mrs J have complained about a fraudulent transaction that was allowed to be processed through their HSBC UK Bank Plc (HSBC) account and the service Mrs J received when attempting to resolve the situation. What happened Mrs J called HSBC on 8 January 2022. S... (3 pages)View decision -
Decision Reference DRN-3734747
21 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3734747 The complaint Miss J complains that PayrNet Limited (acting through its agent Pockit) has refused to refund unauthorised transactions made on her prepaid card. Miss J has been assisted in bringing her complaint by her employer. Some of the interactions with Pockit were also con... (3 pages)View decision -
Decision Reference DRN-3867521
21 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3867521 The complaint Mrs B is unhappy that Aviva Insurance Limited declined a claim she made under her home insurance policy for an underground pipe problem. Mrs B has been represented at times but, for simplicity, reference to her includes anything said by her representative. What ha... (4 pages)View decision -
Decision Reference DRN-3869270
20 Dec 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3869270 The complaint Mrs D complains that Chetwood Financial Limited (trading as BetterBorrow) is holding her liable for a loan in her name which she says she did not consent to. Mrs D has a representative in this matter. What happened The circumstances of this complaint are well know... (3 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision -
Decision Reference DRN-3845713
20 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3845713 The complaint Mrs L complains that Nationwide Building Society (Nationwide) made errors in sending her international payment. What happened On 3 September 2021, Mrs L visited her local branch of Nationwide and instructed an international payment of EUR 16,000 to a beneficiary i... (4 pages)View decision -
Decision Reference DRN-3444366
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3444366 The complaint Ms B complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Ms B is represented in this complaint. However, for the sake of ... (5 pages)View decision -
Decision Reference DRN-3704484
20 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3704484 The complaint Miss H and Mr P complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents, which include the administrator our investigator referred to in her previous correspondence. Great Lakes is the insurer o... (3 pages)View decision
