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 125400 results
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Decision Reference DRN-3988296
28 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3988296 The complaint Mr D and Miss F complain that Santander UK Plc caused unnecessary delays in processing their mortgage application. Mr D and Miss F say that the service was unacceptable, and they had to go to another lender and are paying an extra £146 on their mortgage each month... (4 pages)View decision -
Decision Reference DRN-3878491
28 Feb 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3878491 The complaint Ms P complains about the way Ocaso SA, Compania de Seguros y Reaseguros has handled a claim she’s made under a buildings insurance policy following water damage to her flat. What happened Ocaso is the underwriter of the policy i.e. it is the insurer. Part of the c... (5 pages)View decision -
Decision Reference DRN-3983138
28 Feb 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3983138 The complaint A company, which I’ll refer to as A, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a transaction it didn’t make. Mr E, who is a director of A, brings the complaint on A’s behalf. What happened The details of this complai... (2 pages)View decision -
Decision Reference DRN-3930895
28 Feb 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3930895 The complaint Mr B complains that an appointed representative of Quilter Financial Services Ltd delayed in giving him advice about transferring the benefits from one of his defined-benefit (‘DB’) occupational pension schemes to a personal pension. He believes that delay has cau... (7 pages)View decision -
Decision Reference DRN-3975361
28 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3975361 The complaint Mr W complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (33 pages)View decision -
Decision Reference DRN-3704091
28 Feb 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3704091 The complaint Mrs P is a sole trader, trading as S. She complains about the settlement of her business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made as a result of the COVID-19 pandemic. What happened The following is intended only as a br... (7 pages)View decision -
Decision Reference DRN-3968802
28 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3968802 The complaint A, a sole trading business, complains that Barclays Bank UK PLC wrongly closed its bank account causing financial loss. What happened A says it found out that the account was closed in August 2022 and that it hadn’t had any notice of this or received requests for ... (4 pages)View decision -
Decision Reference DRN-3959263
28 Feb 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-3959263 The complaint Miss E complains about the way Helvetia Global Solutions Ltd (“Helvetia”) handled a claim on an accidental damage and breakdown insurance policy. Helvetia’s agents were involved in this matter, but for ease I’ll refer to their actions as Helvetia’s own. What happe... (2 pages)View decision -
Decision Reference DRN-3580558
28 Feb 2023 Computershare Investor Services Plc UpheldInvestmentsDRN-3580558 The complaint Mr and Mrs D complain that Computershare Investor Services Plc didn’t act on their instructions to sell shares. What happened Mr and Mrs D had a holding of shares in a company which I’ll refer to as “F”. They wanted to sell the shares to provide money to supplemen... (2 pages)View decision -
Decision Reference DRN-3903026
28 Feb 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3903026 The complaint Mr S complains that HSBC UK Bank Plc didn’t tell him a transaction he had set up on his Flexi loan account wouldn’t happen due to his account being closed. What happened Mr S had a Flexi loan account with HSBC. In mid-August 2022 he scheduled a transfer of £2,000 ... (2 pages)View decision
