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-4037428
20 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4037428 The complaint Mr M has complained about Santander UK Plc withholding a credit into his account. What happened Both sides are most familiar with the case, so I’ll briefly summarise what happened. In summer 2022, Mr M received a credit of £10,000. Santander had concerns about the... (3 pages)View decision -
Decision Reference DRN-4090692
20 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4090692 The complaint Mr B is unhappy that HSBC UK Bank Plc, trading as First Direct, didn’t approve his application for a new account. What happened Mr B applied to First Direct for a new account. However, his application was declined. Mr B wasn’t happy about this and felt there was n... (2 pages)View decision -
Decision Reference DRN-3861133
20 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3861133 The complaint Mr T complains about how Royal and Sun Alliance Insurance Limited trading as More Th>n (RSA) dealt with the renewal and subsequent cancellation of his motor insurance. What happened Mr T had motor insurance with RSA. About four weeks before the renewal date, RS... (2 pages)View decision -
Decision Reference DRN-4090453
20 Apr 2023 RAC Insurance Limited UpheldInsuranceDRN-4090453 The complaint Mr A complains that RAC Insurance Limited (“RAC”) mishandled his claim on a breakdown insurance policy. What happened In 2022, Mr A was living in the UK. He had a van made by a large vehicle maker in about 2015. Mr A had the van covered on a breakdown policy that ... (4 pages)View decision -
Decision Reference DRN-3869091
20 Apr 2023 Plum Fintech Limited UpheldBanking and PaymentsDRN-3869091 The complaint Mr F complains that Plum Fintech Limited restricted access to his account and prevented him accessing his funds. What happened Mr F had an account with Plum Fintech. On 19 August 2022 Plum Fintech contacted Mr F and asked him to provide documents to show the sourc... (3 pages)View decision -
Decision Reference DRN-4057459
20 Apr 2023 First Complete Ltd UpheldMortgagesDRN-4057459 The complaint Mr and Mrs P complain about poor advice and service from an appointed representative of First Complete Ltd (trading as PRIMIS Mortgage Network) when they re-mortgaged. This resulted in them receiving about £6,000 of additional borrowing instead of the £10,000 they... (5 pages)View decision -
Decision Reference DRN-3967313
20 Apr 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3967313 The complaint Mr H 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... (29 pages)View decision -
Decision Reference DRN-4016060
20 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4016060 The complaint Mr M complains that his credit card application with HSBC UK Bank Plc was unfairly declined. What happened In August 2022 Mr M applied online for a credit card with HSBC. The application was reviewed by HSBC’s underwriting system and declined. Mr M’s told us he wa... (2 pages)View decision -
Decision Reference DRN-4090449
20 Apr 2023 Richmond Cars (Botley) Ltd UpheldInsuranceDRN-4090449 The complaint Mr H is unhappy because Richmond Cars (Botley) Ltd trading as Richmond Suzuki Botley (Richmond) is making him pay in full for a policy he attempted to cancel within 14 days of its inception. What happened Mr H purchased a three-year extended mot... (2 pages)View decision -
Decision Reference DRN-4039413
20 Apr 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4039413 The complaint Mr A complains that American Express Services Europe Limited did not refund his purchase of some items he had returned, and closed his account without notice. What happened In July 2022 Mr A bought a plant and some other items from a garden centre. He paid £150.47... (3 pages)View decision