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 128085 results
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Decision Reference DRN-4025593
13 Jun 2023 PROBITAS FIDELIS LIMITED UpheldBanking and PaymentsDRN-4025593 The complaint P complains about Probitas Fedelis Limited’s (Probitas) failure to return funds that they were holding on its behalf. In bringing this complaint P is represented by its director who I refer to as Mr K What happened The background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-4159751
13 Jun 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4159751 The complaint Ms K has complained about the service received from Lloyds Bank PLC. Her complaint is about a transfer of her ISA funds from a third party to it. Ms K is unhappy that the transfer was cancelled and has said she has suffered financial loss because of this. What hap... (4 pages)View decision -
Decision Reference DRN-4113111
13 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4113111 The complaint Ms A complains about the service provided by British Gas Insurance Limited when she made a claim on her home emergency insurance policy. What happened The background to this complaint is well known to both Ms A and British Gas. In my decision, I’ll focus mainly on... (3 pages)View decision -
Decision Reference DRN-4183269
13 Jun 2023 Abbey Financial Services (N.I.) Ltd UpheldInvestmentsDRN-4183269 The complaint Mr and Mrs L complain that Abbey Financial Services (N.I) Ltd (“AFS”) wrongly advised them to invest in an unregulated investment. What happened In 2016 Mr and Mrs L cashed in their ISAs and came into some further money from the sale of Mrs L’s mother’s house foll... (11 pages)View decision -
Decision Reference DRN-4176333
13 Jun 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4176333 The complaint Mr A is unhappy about the support he received from BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) when he was in financial hardship. When I refer to what Mr A and Alphera have said, it should also be taken to include things sai... (8 pages)View decision -
Decision Reference DRN-4186119
13 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4186119 The complaint Mr D complained that part of his claim was unfairly declined by Royal & Sun Alliance Insurance Limited (“RSA”) under his landlord’s insurance policy. He said his claim was poorly managed and the delays meant he couldn’t rent out his property sooner. What happe... (3 pages)View decision -
Decision Reference DRN-4108208
13 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4108208 The complaint Mr C and Mrs G complain that AWP P&C SA unfairly declined their travel insurance claim. AWP is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As AWP has accepted it is accountable for the actions of t... (3 pages)View decision -
Decision Reference DRN-3425619
13 Jun 2023 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-3425619 The complaint Mr R complains about the advice an appointed representative of Vision Independent Financial Planning Ltd gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and ... (14 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN-4184984
12 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4184984 The complaint Mr E complains that National Westminster Bank Plc closed his current account and withheld his funds for longer than necessary. As a result, he was unable to pay his credit card bill and incurred additional charges. What happened Mr E had both a current account and... (2 pages)View decision