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 118878 results
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Decision Reference DRN-1664561
12 May 2022 Canada Square Operations Limited UpheldInsuranceDRN-1664561 The complaint Mr G complains that Canada Square Operations Limited mis-sold him a payment protection insurance ("PPI") policy. What happened This complaint is about a credit card PPI policy taken out in 2004. The policy was added to Mr G's credit card account whe... (3 pages)View decision -
Decision Reference DRN-3281807
12 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3281807 The complaint Mr M complains that HSBC UK Bank Plc won’t reimburse funds he lost when he fell victim to a scam. What happened Mr M had been recommended an investment broker ‘Kruger Exchange’ by his boss. He looked it up on a social media platform and saw it advertising. He che... (5 pages)View decision -
Decision Reference DRN-3476488
12 May 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3476488 The complaint Mrs H complains St James’s Place Wealth Management Plc (SJP) gave her unsuitable investment advice. What happened In 2017, Mrs H received advice from SJP to invest £20,000 into an investment bond which would be held in a Loan Trust. SJP said this would help mitiga... (4 pages)View decision -
Decision Reference DRN-3353756
12 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3353756 The complaint Mr E complains that Santander UK Plc (Santander) has taken money from his account when he thinks it shouldn’t have. What happened In July 2020, it became apparent that a holiday Mr E had arranged through a package holiday supplier wouldn’t be able to go ahead as p... (3 pages)View decision -
Decision Reference DRN-3467412
12 May 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3467412 The complaint Mr D has complained about Watford Insurance Europe Company Limited’s decision to cancel his car insurance policy for failing to pay an additional premium. Watford says Mr D didn’t tell it the correct value for his car when he bought the policy. All reference to th... (6 pages)View decision -
Decision Reference DRN-3476487
12 May 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3476487 The complaint Mr H complains St James’s Place Wealth Management Plc (SJP) gave him unsuitable investment advice. What happened In 2017, Mr H received advice from SJP to invest £20,000 into an investment bond which would be held in a Loan Trust. SJP said this would help mitigate... (4 pages)View decision -
Decision Reference DRN-3475215
12 May 2022 National House-Building Council UpheldInsuranceDRN-3475215 The complaint Mr W and Mrs W complain about the settlement amount offered by National House-Building Council (“NHBC”) in respect of a claim made against their buildings warranty. What happened What follows is intended to be a summary of the background behind Mr and Mrs W’s comp... (4 pages)View decision -
Decision Reference DRN-3410046
12 May 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3410046 The complaint Mr M says Accredited Insurance (Europe) Limited acted unreasonably in not paying a claim he made on his motor insurance policy. What happened Mr M’s car was written-off in an accident. Accredited’s engineer noted that there were modifications to its lights and exh... (2 pages)View decision -
Decision Reference DRN-3457074
12 May 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3457074 The complaint Mrs S has complained that Building Block Insurance PCC Ltd (BBI) didn’t pay her claim under her pet policy in full and up to the limit of the cover provided by her policy. What happened In August 2021, Mrs S’ dog required an operation to repair his cruciate ligame... (3 pages)View decision -
Decision Reference DRN-3472409
12 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3472409 The complaint Mrs F complains that Santander UK Plc (“Santander”) gave her daughter information about a bank account Mrs F was a trustee of by mistake. Mrs F says that mistake had serious repercussions. What happened In 2021 Mrs F’s daughter phoned Santander to ask for a replac... (4 pages)View decision
