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 121877 results
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Decision Reference DRN-3754277
30 Jan 2023 Skrill Limited UpheldBanking and PaymentsDRN-3754277 The complaint Mr H is unhappy with Skrill Limited’s decision to close his account and retain his funds. What happened In April 2022, Mr H opened an account with Skrill and made deposits into it. Mr H opened a further account using a different email address. Following this, Skri... (3 pages)View decision -
Decision Reference DRN-3929229
30 Jan 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-3929229 The complaint Miss H complains about a used car she acquired through a credit agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). The car caught fire while Miss H was driving it and before the fire could be extinguished significant damage was c... (9 pages)View decision -
Decision Reference DRN-3739261
30 Jan 2023 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3739261 The complaint Ms I complains CIGNA Life Insurance Company of Europe SA-NV (CIGNA) unfairly cancelled her policy, refused to pay claims and provided poor customer service. What happened Ms I held a private medical insurance policy underwritten by CIGNA, which renewed annually. I... (4 pages)View decision -
Decision Reference DRN-3844663
30 Jan 2023 Action 365 Ltd UpheldInsuranceDRN-3844663 The complaint Miss B complains about how Action 365 Limited (“Action”) administered her motor insurance policy. What happened Miss B had a motor insurance policy arranged through Action who is a broker. In May 2022 Miss B called Action to make a change to her policy. She was to... (2 pages)View decision -
Decision Reference DRN-3933739
30 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3933739 The complaint A company, which I’ll refer to as C, complains about poor service from HSBC UK Bank Plc, when trying to open a bank account. Mr and Mrs W, who are directors of C, bring the complaint on C’s behalf. What happened In summary, this complaint arises from C’s attempts ... (3 pages)View decision -
Decision Reference DRN-3922416
30 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3922416 The complaint Mr B complains about a catalogue account with J D Williams & Company Limited, that was opened using some of his personal details. What happened In November 2020, an account was opened with JD Williams in Mr B’s name. However, the person who opened the account ... (4 pages)View decision -
Decision Reference DRN-3607094
30 Jan 2023 Metro Bank PLC UpheldInvestmentsDRN-3607094 The complaint Mr L has complained about the delays in transferring his Individual Savings Account (ISA) away from a business that has recently been acquired by Metro Bank PLC (Metro Bank). What happened Metro Bank acquired the business of RateSetter and its liabilities since Mr... (4 pages)View decision -
Decision Reference DRN-3933394
30 Jan 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3933394 The complaint Mrs P complains about Marks & Spencer Financial Services Plc (M&S) account closure processes. What happened In June 2021, Mrs P wanted to close her credit card and personal reserve accounts with M&S. M&S needed to send ‘nil balance’ statements to M... (2 pages)View decision -
Decision Reference DRN-3932890
30 Jan 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3932890 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Mr B spoke with a represen... (44 pages)View decision -
Decision Reference DRN-3686762
30 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3686762 The complaint A company, which I’ll refer to as “M”, complains that Barclays Bank UK PLC unfairly closed its bank account without warning. Mr A is M’s director, and brings the complaint on the company’s behalf. What happened Mr A wanted to obtain a Bounce Back Loan for M from B... (3 pages)View decision
