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-3720368
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3720368 The complaint Mrs A has complained that National Westminster Bank Plc (NatWest) disclosed personal and sensitive information about her, and the affect this had. What happened Mrs A was living at her mortgaged address with her children having separated from her partner. Having m... (2 pages)View decision -
Decision Reference DRN-3857273
16 Dec 2022 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3857273 The complaint Mr A’s complaint against Capital Professional Limited (trading as Ascot Lloyd) is about the advice he was given to switch two pension plans to another pension provider. He says as a result of the switch he lost out on guaranteed annuity rates (GARs). What happened... (7 pages)View decision -
Decision Reference DRN-3854701
16 Dec 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3854701 The complaint Mrs G complains that Sainsbury’s Bank Plc unfairly closed her loan and recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs G had a loan with Sainsbury... (4 pages)View decision -
Decision Reference DRN-3861546
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3861546 The complaint Mrs L complains about a hire purchase agreement taken out in her name with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services, to get a brand new car. What happened In March 2017, Mrs L says her husband had a finance agreement in place w... (8 pages)View decision -
Decision Reference DRN-3813439
16 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3813439 The complaint Miss H has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined her claim for the cost of treatment for her dog on the ground that it is excluded by endorsements relating to pre-existing medical conditions. What happened... (4 pages)View decision -
Decision Reference DRN-3770896
16 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3770896 The complaint Mrs J has complained about the service she received from HSBC UK Bank Plc (HSBC) after she requested a text service be stopped to an old mobile phone number. What happened Mrs J experienced fraud on her HSBC account and set up text alerts that would help her keep ... (2 pages)View decision -
Decision Reference DRN-3860004
16 Dec 2022 True Potential Wealth Management LLP UpheldInvestmentsDRN-3860004 The complaint R, a limited company, complains through their director Mr K about poor service they received from True Potential Wealth Management LLP (TPWM) when transferring their investment portfolio to TPWM from another business. What happened R wanted to move their general i... (6 pages)View decision -
Decision Reference DRN-3749058
16 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3749058 Complaint Mr B has complained that American Express Services Europe Limited (AESEL) trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr B bought solar panel system (the system) for his home in 2014. ... (3 pages)View decision -
Decision Reference DRN-3692645
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692645 The complaint Mr H is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened As I understand it, Mr H initially came across a cryptocurrency trader I will refer to as C – around September 2020. He made a number of payments - initially from ... (6 pages)View decision -
Decision Reference DRN-3859716
16 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3859716 The complaint Ms S complains American Express Services Europe Limited (AESEL) didn’t manage her credit card account as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons for my decis... (2 pages)View decision
