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 121262 results
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Decision Reference DRN-3832539
6 Dec 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3832539 The complaint S, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus) made mistakes when sending a new credit card. S wants Cashplus to compensate it for its wasted time, poor customer service and loss of cashflow. S is repres... (2 pages)View decision -
Decision Reference DRN-3795592
6 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795592 The complaint A charity, which I will call P (or simply ‘the charity’), complains that HSBC UK Bank Plc wrongly declined a cheque and then accused the charity’s trustees of fraud. The charity is represented in this complaint by one of its trustees, Miss C. What happened Miss C ... (3 pages)View decision -
Decision Reference DRN-3581444
6 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3581444 The complaint A company which I’ll refer to as C, complains that Starling Bank Limited won’t refund the money the company lost after they made a payment to a fraudster. What happened The background to the complaint is well known to both parties and so I won’t repeat it at lengt... (4 pages)View decision -
Decision Reference DRN-3416412
6 Dec 2022 PrisWM Limited UpheldPensions and AnnuitiesDRN-3416412 The complaint Mr S complains about the advice given by an appointed representative of PrisWM Limited to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS is a defined benefit (‘DB’) occupational pension scheme. Mr S says ... (15 pages)View decision -
Decision Reference DRN-3840478
6 Dec 2022 Aura Finance Limited UpheldMortgagesDRN-3840478 The complaint This complaint is about a bridging loan taken out by Mr and Mrs S through Aura Finance Limited. Mr S, who has dealt with the complaint throughout, says that Aura delayed completion of the sale of his property, incurring an additional month’s interest. Mr S also sa... (5 pages)View decision -
Decision Reference DRN-3843347
6 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3843347 The complaint Mr W is unhappy that Great Lakes Insurance SE declined a claim he made under his travel insurance policy. What happened Mr W took out travel insurance, with Great Lakes, to cover a trip he was taking abroad, between 5 June 2021 and 20 June 2021. The policy provide... (4 pages)View decision -
Decision Reference DRN-3607479
6 Dec 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3607479 The complaint Mr O complains that Sainsbury's Bank Plc (“Sainsbury’s”) irresponsibly granted him credit that he couldn’t afford to repay. What happened Sainsbury’s approved a £10,000 loan for Mr O in September 2021. Mr O needed to repay £12,648 through 60 monthly instalmen... (2 pages)View decision -
Decision Reference DRN-3823843
6 Dec 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3823843 The complaint Ms S says after TSB Bank plc debited her account in error she had to cancel her order for an item that was due to be delivered. The supplier charged her a £50 cancellation fee. What happened On 15 March 2022 TSB had a systems incident that meant many transactions ... (2 pages)View decision -
Decision Reference DRN-3842988
6 Dec 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3842988 The complaint This complaint is about the purchase of premium bonds for Miss D not long after she was born. Miss D’s grandfather (Mr K) wished to purchase the bonds for Miss D. And given Miss D’s age, her mother (Ms K) was required to complete the application as well. Mr K and ... (6 pages)View decision -
Decision Reference DRN-3772135
6 Dec 2022 Bradbury Hamilton Limited UpheldInvestmentsDRN-3772135 The complaint Mr M complains about the investment advisory service he received from Bradbury Hamilton Limited between 2017 and when he moved to a new adviser. What happened Mr M had been a client of Bradbury Hamilton since 2013. He signed up to its Portfolio Service, which invo... (7 pages)View decision
