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 121479 results
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Decision Reference DRN-3818333
23 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3818333 The complaint Mr and Mrs P are complaining that Nationwide hasn’t refunded an amount that they paid for a coach holiday on their debit card. What happened The facts of this complaint are well known to all parties, so I won't set them out in detail again. But, in summary Mr... (3 pages)View decision -
Decision Reference DRN-3856901
23 Dec 2022 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3856901 The complaint Mrs D says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to her. What happened Mrs D applied for a loan from Tesco Bank on 16 November 2019. It was approved on 23 November 2019 and was for £8,500 over 48 months. The monthly payment was £219... (3 pages)View decision -
Decision Reference DRN-3675442
23 Dec 2022 Corville Financial Services Limited UpheldPensions and AnnuitiesDRN-3675442 The complaint Mr S complains about the suitability of the advice provided by Corville Financial Services Ltd (“Corville”) in June 2016 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Corville has... (12 pages)View decision -
Decision Reference DRN-3873630
23 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3873630 The complaint Mr S complains about Royal & Sun Alliance Insurance Limited (RSA) avoiding his home contents insurance policy after he told them (when he found out) his partner previously had an insurance policy avoided. References to RSA include their agents who administer t... (5 pages)View decision -
Decision Reference DRN-3874738
23 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3874738 The complaint Mr H says Santander UK Plc treated him unfairly when he visited one of its branches to withdraw cash from his current account. What happened In August 2021, Mr H visited a branch of Santander. His wallet, which contained his bank card, had been stolen so he didn’t... (4 pages)View decision -
Decision Reference DRN-3700627
23 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3700627 The complaint Ms C is unhappy with the settlement offered by Admiral Insurance (Gibraltar) Limited in relation to a claim on her home insurance policy. What happened Ms C’s property suffered damaged following an escape of water. She contacted her insurer and the claim was accep... (3 pages)View decision -
Decision Reference DRN-3831444
23 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3831444 The complaint Mr and Mrs W have complained about the way AXA Insurance UK Plc dealt with a claim they made under their home insurance policy following a flood. For ease I will refer to Mrs W as the lead complainant in my decision. All reference to the insurer AXA in my decision... (4 pages)View decision -
Decision Reference DRN-3838512
23 Dec 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3838512 The complaint Miss M’s unhappy with how Advantage Insurance Company Limited (AICL) set up a new car insurance policy for her. All references in this decision to AICL include its appointed agents. What happened In June 2022 Miss M contacted AICL to change the car that was insure... (2 pages)View decision -
Decision Reference DRN-3210162
23 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3210162 The complaint A company, which I’ll refer to as R, complains that because of the poor service it received from HSBC UK Bank Plc, it missed the deadline for converting its Coronavirus Business Interruption Loan (CBIL) to a Bounce Back Loan (BBL) In bringing this complaint R is r... (4 pages)View decision -
Decision Reference DRN-3479793
23 Dec 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3479793 The complaint Mr S complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (10 pages)View decision
