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-3767881
21 Dec 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3767881 The complaint Mr M complains about a three-year bond issued by Basset & Gold Plc (“B&G Plc”) that he invested into. He says he was mis-sold this investment as he was a low risk investor and was told that his money would be spread over a number of projects to minimise ri... (23 pages)View decision -
Decision Reference DRN-3820910
21 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3820910 The complaint Mrs K and Mr S complain about how Covea Insurance plc (Covea) handled a claim under their home insurance policy for stolen jewellery. Any reference to Covea in this decision includes their agents. What happened In March 2022 Mrs K and Mr S’s property was burgled w... (4 pages)View decision -
Decision Reference DRN-3730454
21 Dec 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3730454 The complaint Mr B and Mrs B complain Tesco Underwriting Limited (Tesco) cancelled Mr B’s car insurance policy without his knowledge, something they say they only found out when Mrs B (a named driver on the policy) was stopped by the police for driving while uninsured. What hap... (4 pages)View decision -
Decision Reference DRN-3862491
21 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3862491 The complaint Mr R complains Metro Bank PLC added his details to a fraud marker database. What happened Mr R received a £1,500 payment into his account. The sender of the payment told their bank the payment was fraudulent, and that bank passed this message on to Metro. Metro bl... (5 pages)View decision -
Decision Reference DRN-3750802
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3750802 The complaint E complains that HSBC UK Bank Plc won’t refund the money it lost when it was the victim of a scam. What happened E is a limited company and, in December 2021, it was paying an invoice for a contractor it had used. E had received the invoice from the contractor, se... (3 pages)View decision -
Decision Reference DRN-3869302
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3869302 The complaint A – a company – has complained that AXA Insurance UK Plc has unfairly declined a claim it made under its Commercial Property Insurance Policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full detail h... (3 pages)View decision -
Decision Reference DRN-3869033
21 Dec 2022 Bank of Scotland Plc UpheldMortgagesDRN-3869033 The complaint Ms A is unhappy that Bank of Scotland plc trading as Birmingham Midshires hasn’t provided a sufficient explanation for errors it made in calculating her monthly payments over the life of three mortgages she’s held with it. What happened In May 2019, Birmingham Mid... (3 pages)View decision -
Decision Reference DRN-3666783
21 Dec 2022 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3666783 The complaint Mr J complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme... (11 pages)View decision -
Decision Reference DRN-3862545
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3862545 The complaint Mr and Mrs J have complained about a fraudulent transaction that was allowed to be processed through their HSBC UK Bank Plc (HSBC) account and the service Mrs J received when attempting to resolve the situation. What happened Mrs J called HSBC on 8 January 2022. S... (3 pages)View decision -
Decision Reference DRN-3734747
21 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3734747 The complaint Miss J complains that PayrNet Limited (acting through its agent Pockit) has refused to refund unauthorised transactions made on her prepaid card. Miss J has been assisted in bringing her complaint by her employer. Some of the interactions with Pockit were also con... (3 pages)View decision
