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 120799 results
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Decision Reference DRN-3621560
22 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3621560 The complaint Mr and Mrs W have complained about the time it has taken, and the treatment they have received from ITI Capital Limited (‘ITI’) when their joint account was migrated over from a previous firm. What happened In June 2020 Mr and Mrs W’s share account, which they hel... (4 pages)View decision -
Decision Reference DRN-3707426
22 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3707426 The complaint Mr E and Ms C are unhappy that AWP P&C SA has declined claims made under Mr E’s travel insurance policy. What happened Mr E has the benefit of a multi-trip travel insurance policy, through his bank account, which covers him, his spouse and dependent children. ... (7 pages)View decision -
Decision Reference DRN-3705219
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3705219 The complaint Ms P complains that NewDay Ltd irresponsibly provided her with two credit card accounts and subsequently increased the credit limits for both over time. She says had it completed reasonable and proportionate checks it would have identified both the issuing of the ... (8 pages)View decision -
Decision Reference DRN-3465323
22 Sep 2022 Santander UK Plc UpheldMortgagesDRN-3465323 The complaint Mrs G and Mr H complain that Santander UK Plc refused to allow them to port their mortgage to a new property, leading to them paying an early repayment charge (ERC) to move to another lender. What happened Mrs G had a mortgage with Santander, which was subject to ... (4 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision -
Decision Reference DRN-3467718
22 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3467718 The complaint Mr P complains about how ITI Capital Limited (“ITI Capital”) administered his investment account. In particular, Mr P has complained about how long it took to get a shareholding he held set up on his account properly, how long it took to transfer that shareholding... (4 pages)View decision -
Decision Reference DRN-3550228
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3550228 The complaint Mr M complains that NewDay Ltd trading as Marbles Card irresponsibly provided him with a credit card for which he was unable to afford the repayments. What happened Mr M applied for a credit card with NewDay in December 2019. It accepted it and provided him with a... (3 pages)View decision -
Decision Reference DRN-3711165
22 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3711165 The complaint Mrs H, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. She has also said, she struggled to repay the loan balances and often had multiple loans running at the same ti... (7 pages)View decision -
Decision Reference DRN-3660285
22 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3660285 The complaint and what happened Mr G complains HSBC UK Bank Plc won’t reimburse over £20,000 he lost when he fell victim to an investment scam. Our investigator upheld the complaint. She was satisfied HSBC ought to have intervened when Mr G made his fourth payment towards the s... (2 pages)View decision -
Decision Reference DRN-3579410
22 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3579410 The complaint Ms M complains that TSB Bank plc did not update her credit file and was late in sending her a letter which confirmed this. What happened Ms M says that she contacted TSB on 28 January 2022 to say that her TSB credit card was showing incorrectly on her credit file.... (2 pages)View decision
