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 119464 results
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Decision Reference DRN-3753703
18 Oct 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3753703 The complaint Mrs E and Mr E have complained about the service received by Inter Partner Assistance SA (‘IPA’) under their home emergency policy following a water leak. For avoidance of doubt, in this decision, ‘IPA’ includes its representatives, agents and contractors. What ha... (5 pages)View decision -
Decision Reference DRN-3255834
18 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3255834 The complaint Miss S complains that TSB Bank plc failed to process a chargeback as she’d requested. She also complains that the bank wrote to her via email rather than letter as she’d asked. What happened In February 2021, Miss S purchased some items online from a clothes shop.... (2 pages)View decision -
Decision Reference DRN-3760503
18 Oct 2022 West Bay Insurance Plc UpheldInsuranceDRN-3760503 The complaint Ms D has complained that West Bay Insurance Plc wrongly deducted a 20% co-payment from her claim under her pet policy. What happened Ms D has a lifetime policy for her dog which cover vet fees up to £10,000 per year with an excess of £80 per condition per year. On... (4 pages)View decision -
Decision Reference DRN-3759052
18 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3759052 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) have failed to refund over £43,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties so I will not repeat everything again here. In summary, Mr B lost ove... (5 pages)View decision -
Decision Reference DRN-3758742
18 Oct 2022 Wealth At Work Limited UpheldPensions and AnnuitiesDRN-3758742 The complaint Mr H complains about delays caused by Wealth At Work Limited (WAW) during the transfer of his pension. Mr H says that due to the delays he received a significantly lower Cash Equivalent Transfer Value (CETV) and wants WAW to pay him the difference. What happened M... (5 pages)View decision -
Decision Reference DRN-3546637
18 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3546637 The complaint Ms S has complained that HSBC UK Bank Plc’s international payments process was confusing, and this led to her transferring the wrong currency. What happened Ms S used HSBC online banking on the 4 April 2022 to transfer £42,000 from her UK sterling account to her s... (3 pages)View decision -
Decision Reference DRN-3553528
18 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3553528 The complaint Mr N complains that Barclays Bank UK PLC didn’t do enough to protect him from the loss of credit card payments to an investment scam. What happened Mr N has explained that in 2016 he made the following payments using his Barclays credit card to a merchant going by... (5 pages)View decision -
Decision Reference DRN-3552512
18 Oct 2022 Cullen Wealth Limited UpheldPensions and AnnuitiesDRN-3552512 The complaint Ms H complains about the advice Cullen Wealth Limited (‘CWL’) gave to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension plan. She says the advice was unsuitable for her and believes this has caused a financial ... (11 pages)View decision -
Decision Reference DRN-3738690
18 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3738690 The complaint Miss H complains that Barclays Bank UK PLC recalled a Bounce Back Loan and closed her bank account unfairly. What happened Miss H ran a business as a sole trader. She banked with Barclays, holding two personal accounts that she also used for her business transacti... (10 pages)View decision -
Decision Reference DRN-3736846
18 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3736846 The complaint Mr G complains that esure Insurance Limited unfairly recorded a fault claim against him and increased the premium for his motor insurance. What happened Mr G had a motor insurance policy with esure. In June 2021, esure was contacted by a third party insurer about ... (3 pages)View decision
