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-3901896
16 Jan 2023 Zopa Bank Limited UpheldBanking and PaymentsDRN-3901896 The complaint Mrs L complains that Zopa Bank Limited irresponsibly allowed her to open a credit card account which was unaffordable. What happened Mrs L says she opened the Zopa credit card account in 2022 and says it was unaffordable. She says Zopa has agreed the account was u... (2 pages)View decision -
Decision Reference DRN-3717604
16 Jan 2023 BUPA Insurance Limited UpheldInsuranceDRN-3717604 The complaint Mr S complains that BUPA Insurance Limited (BUPA) has unfairly refused to meet a claim he’s made on his insurance policy. What happened Mr S holds private medical insurance with BUPA. He had a stroke in 2022 and was hospitalised. He was told that a hole in his hea... (3 pages)View decision -
Decision Reference DRN-3851027
16 Jan 2023 HL Partnership Limited UpheldMortgagesDRN-3851027 The complaint Miss P applied to remortgage through a brokerage, HL Partnership Limited (“HL”). But no mortgage application was ever made for her. She complains that what HL offered won’t cover the costs she’s incurred because of this, or compensate for the impact on her. What h... (6 pages)View decision -
Decision Reference DRN-3900080
16 Jan 2023 Lloyds Bank PLC UpheldMortgagesDRN-3900080 The complaint Mr A and Miss W said when they applied for a mortgage with Lloyds Bank PLC, it mistakenly conducted a very large number of hard credit searches. They complain about how this impacted their mortgage applications, and want Lloyds to cover the resulting extra costs. ... (4 pages)View decision -
Decision Reference DRN-3901300
16 Jan 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3901300 The complaint Mr M complains that TSB Bank plc did not stop text alerts when he asked them to, and they have provided him with poor customer service. What happened Mr M has a bank account with TSB which was set up to receive text alerts. Mr M contacted TSB to ask them to stop t... (3 pages)View decision -
Decision Reference DRN-3795234
16 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795234 The complaint Mr B has complained that HSBC UK Bank Plc (“HSBC”) mis-sold him and his late partner a fee-paying Advance account in 2011. Mr B says that it was mis-sold as he subsequently found out that he could not use the benefits of the account. What happened I issue a provis... (3 pages)View decision -
Decision Reference DRN-2986009
16 Jan 2023 Financial Solutions Wales Ltd UpheldPensions and AnnuitiesDRN-2986009 The complaint Mr M complains about the advice given by Financial Solutions Wales Ltd (FSW) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension (‘PP’). He says the advice was unsuitable for him and believes this has caused a... (10 pages)View decision -
Decision Reference DRN-3898725
16 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3898725 The complaint Mr L complains that NewDay Ltd unfairly registered a fraud marker against him. What happened Mr L became aware that NewDay had registered a fraud marker against him with an organisation called CIFAS, who are a fraud prevention agency. Mr L denies any involvement w... (4 pages)View decision -
Decision Reference DRN-3768645
16 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3768645 The complaint Mr C complains that Casualty and General Insurance Company (Europe) Ltd have declined part of his claim for treatment provided to his dog B. What happened Mr C purchased a pet insurance policy from Casualty for his dog B in February 2021. In December 2021 Mr C’s ... (3 pages)View decision -
Decision Reference DRN-3893302
16 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3893302 Complaint Miss S is unhappy that Metro Bank PLC (“Metro”) recorded a fraud prevention marker against her. She says that she was also a victim of a fraud and it’s unfair for Metro not to remove the marker. Background During the period between December 2021 and March 2022, Miss S... (3 pages)View decision
