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-3822604
2 Dec 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3822604 The complaint Miss P complains about St Andrew’s Insurance Plc’s handling of a claim under her home insurance policy following a flood. What happened The background to this complaint is well known to both parties, so I only intend to give a brief summary here. Both parties can ... (5 pages)View decision -
Decision Reference DRN-3825946
2 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3825946 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited when he claimed on his private medical insurance policy. What happened Mr H fell and suffered a serious brain injury which led to him being admitted to a hospital as an emergency inpatien... (3 pages)View decision -
Decision Reference DRN-3740556
2 Dec 2022 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-3740556 The complaint Mr M complained that he was given unsuitable advice in 2017 to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. KBFS Financial Limited is responsible for answering this complaint and so to keep things consistent, I... (11 pages)View decision -
Decision Reference DRN-3797837
2 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3797837 The complaint Mr P complains about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr P’s OPS benefits on an ‘insistent client’ basis to a Self-Invested Perso... (15 pages)View decision -
Decision Reference DRN-3590016
2 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3590016 Complaint Mr A is unhappy that HSBC UK Bank Plc won’t reimburse him the money he lost to an investment scam. Background In 2019, Mr A was researching potential investment opportunities. As a result of his enquiries, he was contacted by an individual who offered him the chance t... (3 pages)View decision -
Decision Reference DRN-3361707
2 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3361707 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (9 pages)View decision -
Decision Reference DRN-3825716
2 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3825716 The complaint Mr H complains that AWP P&C SA unfairly turned down a claim on his mechanical breakdown insurance policy. What happened Mr H bought a car which no longer covered by the manufacturer’s guarantee. At the time he also chose to purchase the manufacturer’s extended... (4 pages)View decision -
Decision Reference DRN-3784188
2 Dec 2022 Santander UK Plc UpheldConsumer CreditDRN-3784188 The complaint Mr W complains Santander UK Plc (“Santander”) lent to him irresponsibly since he was experiencing financial difficulties at the time he applied for the loan. Ms W brings the complaint on behalf of her son but I will refer to Mr W for ease. What happen... (3 pages)View decision -
Decision Reference DRN-3839072
2 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3839072 The complaint Mr F is complaining that HSBC UK Bank Plc didn’t process a chargeback claim he made for some faulty goods that he bought using his HSBC debit card. What happened In August 2020 Mr F bought two chairs online through a third-party company – who I shall refer to as S... (3 pages)View decision -
Decision Reference DRN-3456821
2 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3456821 The complaint Mr M complains Barclays Bank UK PLC didn’t action drawdown requests from his Open Plan Mortgage (OPM) facility in a timely manner. What happened In September 2021 Mr M requested to drawdown funds from his Barclays OPM facility; this request was increased in Octobe... (5 pages)View decision