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 121876 results
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Decision Reference DRN-3712640
2 Feb 2023 FCE Bank Plc UpheldConsumer CreditDRN-3712640 The complaint Mr S complains that a car acquired with finance from FCE Bank Plc wasn’t of satisfactory quality. What happened In February 2018 Mr S was supplied with a car and entered into a finance agreement with FCE. At the point of supply the car had covered around 5200 mile... (4 pages)View decision -
Decision Reference DRN-3941247
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3941247 The complaint Mr H complains HSBC UK Bank Plc won’t reimburse money he lost to a scam, and it also handled poorly his related claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary: Between 22 April ... (3 pages)View decision -
Decision Reference DRN-3941274
2 Feb 2023 American International Group UK Limited UpheldInsuranceDRN-3941274 The complaint Mr S complains that American International Group UK Limited (“AIG”) lost his phone when he returned it for a repair under his mobile phone insurance policy. When I refer to AIG, this includes its agents and claims handlers. What happened In August 2022, Mr S submi... (2 pages)View decision -
Decision Reference DRN-3835317
2 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3835317 The complaint Mr R complains about the advice given by D C Financial Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has c... (13 pages)View decision -
Decision Reference DRN-3865268
2 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3865268 The complaint Mr F2 has complained on behalf of Mr F1 about how Santander UK Plc (“Santander”) handled arrears on Mr F1’s mortgage account. What happened Mr F2 says Mr F1 has health concerns and lost his job, so he was unable to pay his mortgage. As part of Mr F1’s health conce... (5 pages)View decision -
Decision Reference DRN-3920740
2 Feb 2023 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-3920740 The complaint Mrs B says Origen Financial Services Limited (OFS) was responsible for failing to execute the advice it gave her to transfer her pension provisions into a Self-invested Personal Pension (SIPP), purchase a fixed term annuity and invest residual funds according to h... (8 pages)View decision -
Decision Reference DRN-3821884
2 Feb 2023 U K Insurance Limited UpheldConsumer CreditDRN-3821884 The complaint Mr N is complaining that U K Insurance Limited (UKI) has recorded a default marker on his credit file. What happened Mr N took out a buildings and contents insurance policy with UKI. He was introduced to the policy by his bank’s relationship bank manager. During a... (2 pages)View decision -
Decision Reference DRN-3837205
1 Feb 2023 Union Reiseversicherung AG UpheldInsuranceDRN-3837205 The complaint Ms R has complained that Union Reiseversicherung AG hasn’t settled a hospital bill under her travel insurance policy, and that the matter has caused her distress. What happened The facts are well known to the parties and are not in dispute. In summary in May 2019 ... (3 pages)View decision -
Decision Reference DRN-3904237
1 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3904237 The complaint Mr M has complained about the way that National Westminster Bank Plc handled his direct debit indemnity claims (DDICs). What happened Mr M contacted Nat West asking it to recredit him with money paid from his account by direct debit to a number of different compan... (2 pages)View decision -
Decision Reference DRN-3651267
1 Feb 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3651267 The complaint Miss S complains about the way The Royal Bank of Scotland Plc managed a loan she took out in 2011. What happened In November 2011, Miss S took out an RBS business loan for £30,000, which was due to be repaid over 120 months. RBS told Miss S she had missed loan rep... (4 pages)View decision
