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-3670635
25 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3670635 The complaint Mr and Mrs F complain that HSBC UK Bank Plc will not refund the money they lost when Mr F fell victim to a cryptocurrency investment scam. As Mr F has taken the lead on this complaint, I will refer primarily to his submissions in my decision. I intend no discourte... (8 pages)View decision -
Decision Reference DRN-3863704
25 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3863704 The complaint Mr C and Mrs C have complained that QIC Europe Ltd (QIC) unfairly declined a storm damage claim under their home insurance policy. What happened Mr C and Mrs C contacted QIC to make a claim when they found damage to their roof following a storm. This included a co... (3 pages)View decision -
Decision Reference DRN-3657020
25 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3657020 The complaint Mr H is unhappy with how NewDay Ltd trading as Laura Ashley (NewDay) handled his request for help to recover money following the cancellation of flights. What happened In February 2020 Mr H booked flights for his wife to travel to Spain. He arranged them direct th... (4 pages)View decision -
Decision Reference DRN-3614108
25 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3614108 The complaint Mr C complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. DC Financial Limited is responsible for answering this complaint and so to keep things consistent, I’ll refer ... (11 pages)View decision -
Decision Reference DRN-3926296
25 Jan 2023 LeasePlan UK Limited UpheldConsumer CreditDRN-3926296 The complaint Mr M complains about a sum LeasePlan UK Limited trading as Leaseplan are seeking the recovery of (from him) after he took the decision to early terminate his conditional sale agreement (“agreement”). What happened In October 2017 Mr M entered into an agreement wit... (4 pages)View decision -
Decision Reference DRN-3908203
25 Jan 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3908203 The complaint Mr M 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 or around 2012, Mr M was approached by... (43 pages)View decision -
Decision Reference DRN-3914487
25 Jan 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3914487 The complaint Mr E says Tesco Personal Finance PLC irresponsibly lent to him. What happened Mr E opened a credit card with Tesco on 23 March 2017. He was given a £4,300 credit limit. The account defaulted in July 2019 and is being repaid through Mr E’s debt management plan. Mr ... (3 pages)View decision -
Decision Reference DRN-3826263
25 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3826263 The complaint Mr and Mrs W complain about their home emergency insurance (‘Homecare’) policy with British Gas Insurance Limited. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to this comp... (3 pages)View decision -
Decision Reference DRN-3865212
25 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3865212 The complaint Mr and Mrs E complained about the delays and the management of their damage claim following a leak at their home. They had a home insurance policy with esure Insurance Limited (“esure”). What happened Mr and Mrs E had a leak – they contacted their home emergency p... (3 pages)View decision -
Decision Reference DRN-3925491
25 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3925491 The complaint Mr O complains about emails and text messages sent by American Express Services Europe Limited (AESEL) (Amex). What happened Mr O has an Amex credit card that previously had a credit limit of £30,000. At the beginning of March 2022 Amex sent Mr O an email that sai... (2 pages)View decision
