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 128535 results
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Decision Reference DRN-4323019
29 Aug 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4323019 The complaint Mr P complained about the service provided by Halifax Share Dealing Limited trading as IWeb Share Dealing (‘IWeb’) when he requested it to transfer a stocks and shares ISA held with a third party provider (whom I’ll call T) to his IWeb share dealing account. In pa... (4 pages)View decision -
Decision Reference DRN-4237565
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4237565 The complaint Miss B complains that HSBC UK Bank Plc trading as First Direct (First Direct) says it won’t refund her the money she lost through an Authorised Push Payment scam (APP scam). What happened In July 2022, Miss B received a message through an instant messaging app fro... (6 pages)View decision -
Decision Reference DRN-4230665
29 Aug 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4230665 The complaint Mr H has complained about the advice he received from True Potential Wealth Management LLP to transfer his existing pension plan into a True Potential Wealth Management LLP personal pension. Mr H has claimed that the pension transfer advice that he received from T... (8 pages)View decision -
Decision Reference DRN-4119425
29 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4119425 The complaint Mr H complains about a delay in receiving an international transfer into his Nationwide Building Society bank account. What happened On 31 August 2022 a family member who lives abroad sent a transfer of £75,000 to Mr H’s account with Nationwide. Mr H has explained... (2 pages)View decision -
Decision Reference DRN-4225033
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4225033 The complaint Mr O has complained that HSBC UK Bank Plc (trading as first direct) registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In late 2022, Mr O received £1,3... (3 pages)View decision -
Decision Reference DRN-4322426
29 Aug 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4322426 The complaint Mr L complains about credit granted to him by Startline Motor Finance Limited. What happened Startline agreed credit for Mr L in October 2021 to finance a car. The cash price of the car was £7,410. Mr L paid a deposit of £750 and borrowed £6,660. The total amount ... (6 pages)View decision -
Decision Reference DRN-4173522
29 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4173522 The complaint Mr and Mrs P are unhappy at the way Royal & Sun Alliance Insurance Limited dealt with a storm claim under their home insurance policy. What happened Some of Mr and Mrs P’s home, and the exterior, in particular, was damaged during a hailstorm. They made a claim... (6 pages)View decision -
Decision Reference DRN-4322595
29 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4322595 The complaint Mr and Mrs D complain that Barclays Bank UK PLC didn’t apply an overpayment to their account correctly. What happened Mr and Mrs D have a mortgage with Barclays. They say an overpayment of about £3,700 was paid into their mortgage account in 2018, but this wasn’t ... (2 pages)View decision -
Decision Reference DRN-4201693
29 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4201693 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA declined his claim under section 75 of the Consumer Credit Act 1974 for a refund of some cancelled flights. What happened In March 2022 Mr B booked international flights for his family, in order to attend a weddi... (5 pages)View decision -
Decision Reference DRN-4321956
29 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4321956 The complaint Mr W is a sole trader. He complains that Barclays Bank UK Plc wrongly closed his business bank account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of Mr W’s account. It initially wrote to him on 27 January 2021 seeking inform... (4 pages)View decision