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 120469 results
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Decision Reference DRN-3590365
18 Aug 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3590365 The complaint Mrs J says the advice given and the arrangements made by Pi Financial Ltd (PFL), to switch her personal pension into an Intelligent Money Self-invested Personal Pension (SIPP), with a discretionary fund management (DFM) arrangement with Mayfair Capital Ltd (MCL) a... (15 pages)View decision -
Decision Reference DRN-3615615
18 Aug 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3615615 The complaint Mr G complains about how Capital One (Europe) plc have handled a disputed payment and the customer service he received in relation to this. What happened In December 2020 Mr G noticed unexpected activity on his account and contacted Capital One. Capital One initia... (3 pages)View decision -
Decision Reference DRN-3655535
18 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3655535 The complaint Mr K and Ms W complain about Royal & Sun Alliance Insurance Plc (RSA)’s handling of their contents insurance claim. Ms W has been the main party involved in the claim process. Therefore, I will mainly be referring to her in my reasoning below. All references t... (4 pages)View decision -
Decision Reference DRN-3650182
18 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3650182 The complaint Mrs K complains that Barclays Bank UK PLC asked her to supply additional documents, or it would close her credit card account. She tried to check if Barclays had everything it needed, and it said it would get in touch if it wanted anything more. But then it closed... (5 pages)View decision -
Decision Reference DRN-3652869
18 Aug 2022 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3652869 The complaint Mr W said when he contacted The Royal Bank of Scotland Plc to use the drawdown facility on his account, it said it wouldn’t release the money, because it was due to reduce his drawdown facility in a few days. Mr W said he couldn’t have known this would happen. Wha... (4 pages)View decision -
Decision Reference DRN-3646993
18 Aug 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3646993 The complaint Mr M complains about how Admiral Insurance Company Limited handled a claim made on his motor insurance policy. He wants to be held not at fault, and for Admiral to reimburse his policy excess and to pay him compensation for his inconvenience. What happened Mr M wa... (2 pages)View decision -
Decision Reference DRN-3628119
18 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3628119 The complaint Mrs W complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclaycard”), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In January 2018 Mrs W entered into an agreement with Barclaycard to have access to credit by way ... (2 pages)View decision -
Decision Reference DRN-3655035
18 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3655035 The complaint Mrs D has complained that Bank of Scotland (“BOS”) trading as Halifax acted irresponsibly by agreeing an overdraft and increasing her limit. She says BOS acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happen... (3 pages)View decision -
Decision Reference DRN-3464994
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3464994 The complaint Miss L is unhappy HSBC UK Bank Plc won’t refund £82,000 she lost as the result of a scam. What happened I’m not going to cover all the points raised in detail. The view of 4 March 2022 covered the detailed timeline of the transactions and the details of Miss L’s t... (7 pages)View decision -
Decision Reference DRN-3601586
18 Aug 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3601586 The complaint Mr C complains TransUnion International UK Limited haven’t updated his credit file when they should have. What happened Mr C says since January 2021 he’s been raising concerns about his credit score being affected due to TransUnion not recording him as on the Elec... (2 pages)View decision
