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 128535 results
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Decision Reference DRN-4109463
3 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4109463 The complaint Ms W complains about how long it took Ageas Insurance Limited (Ageas) to recover her vehicle under her vehicle rescue policy. Reference to Ageas includes its agents. What happened The background of this complaint is well known to both parties. So, I’ll summarise t... (2 pages)View decision -
Decision Reference DRN-3795351
3 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795351 The complaint Mr S is unhappy that HSBC UK Bank Plc won’t refund payments he made as a result of scam. What happened Mr S found a classic car advertised online. Following communications with the seller, he made two payments in branch – the first for £15,000 and the second for ... (3 pages)View decision -
Decision Reference DRN-4086231
3 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4086231 The complaint Mr M complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn't of satisfactory quality. What happened Mr M acquired a new car through a hire purchase agreement with RCI in October 2018. Over the course of ... (7 pages)View decision -
Decision Reference DRN-4104107
3 May 2023 Highwood Financial Services UpheldPensions and AnnuitiesDRN-4104107 The complaint Mr G complains about Highwood Financial Services’ (‘Highwood’) advice in connection with his desire to transfer the benefits from his defined-benefit (‘DB’) occupational scheme to his existing Self-Invested Personal Pension (‘SIPP’). What happened Our investigator... (10 pages)View decision -
Decision Reference DRN-4109983
3 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4109983 The complaint Miss H complains that Barclays Bank UK PLC (Barclays) disclosed her new address to a third-party when she contacted it to update her address details. What happened I previously issued a provisional decision on this case – my intention was to come to a different ou... (4 pages)View decision -
Decision Reference DRN-4018736
3 May 2023 Broom Consultants Ltd UpheldPensions and AnnuitiesDRN-4018736 The complaint Ms P complains about the advice given by Broom Consultants Ltd (‘Broom’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. She says the advice was unsuitable for her and believes this has caused... (9 pages)View decision -
Decision Reference DRN-4109971
3 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4109971 The complaint In summary, Mr E complains that National Westminster Bank Plc (NatWest) delayed a payment he tried to make ahead of a property purchase. He says this caused him a financial loss and distress and inconvenience. What happened In summary: In June 2022 Mr E tried to t... (3 pages)View decision -
Decision Reference DRN-4088815
3 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4088815 The complaint Mr R complains about the poor service he received from British Gas Insurance Limited (BG) following a claim under his home emergency policy. What happened Mr R noticed a leak at the front of the house. He contacted BG who sent an engineer. The engineer told Mr R t... (3 pages)View decision -
Decision Reference DRN-4085069
3 May 2023 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4085069 The complaint Miss H complains that eBay Commerce (“eBay”) hasn’t help her during a dispute she had about an item she sold on eBay marketplace. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in di... (2 pages)View decision -
Decision Reference DRN-4031099
3 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4031099 The complaint Mr Y complains that Barclays Bank UK PLC trading as Barclaycard incorrectly set up repayment plans on his account, leading to incorrect entries on his credit file. What happened In summary, Mr Y said that Barclaycard incorrectly set up a repayment plan on his cred... (2 pages)View decision