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 125363 results
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Decision Reference DRN-3933739
30 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3933739 The complaint A company, which I’ll refer to as C, complains about poor service from HSBC UK Bank Plc, when trying to open a bank account. Mr and Mrs W, who are directors of C, bring the complaint on C’s behalf. What happened In summary, this complaint arises from C’s attempts ... (3 pages)View decision -
Decision Reference DRN-3922416
30 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3922416 The complaint Mr B complains about a catalogue account with J D Williams & Company Limited, that was opened using some of his personal details. What happened In November 2020, an account was opened with JD Williams in Mr B’s name. However, the person who opened the account ... (4 pages)View decision -
Decision Reference DRN-3607094
30 Jan 2023 Metro Bank PLC UpheldInvestmentsDRN-3607094 The complaint Mr L has complained about the delays in transferring his Individual Savings Account (ISA) away from a business that has recently been acquired by Metro Bank PLC (Metro Bank). What happened Metro Bank acquired the business of RateSetter and its liabilities since Mr... (4 pages)View decision -
Decision Reference DRN-3933394
30 Jan 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3933394 The complaint Mrs P complains about Marks & Spencer Financial Services Plc (M&S) account closure processes. What happened In June 2021, Mrs P wanted to close her credit card and personal reserve accounts with M&S. M&S needed to send ‘nil balance’ statements to M... (2 pages)View decision -
Decision Reference DRN-3932890
30 Jan 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3932890 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Mr B spoke with a represen... (44 pages)View decision -
Decision Reference DRN-3686762
30 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3686762 The complaint A company, which I’ll refer to as “M”, complains that Barclays Bank UK PLC unfairly closed its bank account without warning. Mr A is M’s director, and brings the complaint on the company’s behalf. What happened Mr A wanted to obtain a Bounce Back Loan for M from B... (3 pages)View decision -
Decision Reference DRN-3805921
30 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3805921 The complaint Mrs W complains she was mis-sold a 3 Year Monthly Income IFISA bond with Basset & Gold Plc (B&G Plc). She says that it was too high-risk for her, that it was not explained how the majority of her funds would be invested in one short-term credit provider, a... (5 pages)View decision -
Decision Reference DRN-3843600
30 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3843600 The complaint Miss V complains that Zopa Bank Limited trading as Zopa didn’t make her aware of the implications of taking out a reduced payment plan. She would like the money she paid to pay off her arrears refunded and to pay this off across the term of the loan. And compensat... (2 pages)View decision -
Decision Reference DRN-3932179
30 Jan 2023 NewDay Cards Ltd UpheldBanking and PaymentsDRN-3932179 The complaint Mr M complains that NewDay Cards Ltd (NewDay) defaulted his account and marked his credit file. What happened Mr M is very ill and is represented by his wife, Mrs M. But I will refer to Mr M as the complainant in this provisional decision. Mr M had a branded credi... (5 pages)View decision -
Decision Reference DRN-3891835
30 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3891835 The complaint Ms R has complained about how esure Insurance Limited (esure) dealt with a claim under her home insurance policy. References to esure include companies working on its behalf. What happened Ms R had an escape of water at her home. esure accepted the claim. Ms R com... (2 pages)View decision
