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 121668 results
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Decision Reference DRN-3673731
17 Jan 2023 Yoga Insurance Services Limited UpheldInsuranceDRN-3673731 The complaint X has complained that they were unable to proceed with their application for car insurance via Yoga Insurance Services Limited (“Yoga”) because it didn’t offer Mx titles on its systems. Background In May 2022 X need to apply for new car insurance and was offered a... (3 pages)View decision -
Decision Reference DRN-3459598
17 Jan 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3459598 The complaint Mr R complains about the advice given by Niche Independent Financial Advisers Limited (‘Niche’) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believe... (11 pages)View decision -
Decision Reference DRN-3800389
17 Jan 2023 FCE Bank Plc UpheldConsumer CreditDRN-3800389 The complaint Mrs N is unhappy with the quality of the car she acquired under a hire purchase agreement with FCE Bank Plc trading as Ford Credit Europe (FCE). What happened In August 2017, Mrs N entered into a hire purchase agreement with FCE to acquire a brand- new car. The ca... (4 pages)View decision -
Decision Reference DRN-3865597
17 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3865597 The complaint Miss R complains that QIC Europe Ltd (QIC) charged an excess fee and took a long time to repair her car following an accident claim she made, under her motor insurance policy. What happened In November 2021 Miss R was involved in a car accident. She contacted QIC ... (4 pages)View decision -
Decision Reference DRN-3874054
17 Jan 2023 HSBC UK Bank Plc UpheldMortgagesDRN-3874054 The complaint This complaint’s about a mortgage that Mr F holds with HSBC UK Bank Plc. Mr F, who has serious health problems, has been in long-standing arrears, and HSBC has turned down his request for a term extension and rejected a proposed payment plan that relied on financi... (3 pages)View decision -
Decision Reference DRN-3379160
17 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3379160 The complaint Mr T 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... (12 pages)View decision -
Decision Reference DRN-3900782
17 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3900782 The complaint Mr and Mrs C complain that Barclays Bank UK PLC has treated them unfairly when it provided incorrect information on the balance of their mortgage account. What happened On 6 April 2022 Mr C called Barclays to enquire about the balance outstanding on the mortgage a... (4 pages)View decision -
Decision Reference DRN-3872185
17 Jan 2023 National House-Building Council UpheldInsuranceDRN-3872185 The complaint Ms C complains National House-Building Council trading as NHBC turned down a claim she made on a buildings warranty policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here except to say Ms C made a ... (3 pages)View decision -
Decision Reference DRN-3903768
17 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3903768 The complaint Mr G complains that HSBC UK Bank Plc did not follow their procedures regarding overseas transfers and they provided him with poor customer service on numerous occasions. What happened Mr G says he rang HSBC on 13 February 2022 to arrange a transfer of £178,700 int... (3 pages)View decision -
Decision Reference DRN-3836681
17 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3836681 The complaint Mr A is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) failed to carry out his request to transfer funds from his current account. He says that the lengthy delay in this being actioned caused him considerable distress and inconvenience. What happ... (3 pages)View decision
