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 120327 results
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Decision Reference DRN-3504242
28 Jun 2022 QIC Europe Ltd UpheldInsuranceDRN-3504242 The complaint Ms V complains that QIC Europe Ltd (QIC) have declined her claim for storm damage under her home insurance policy. What happened Ms V took out a home insurance policy with QIC. In November 2021 she made a claim on her policy when the flat roof to her property was ... (3 pages)View decision -
Decision Reference DRN-3487676
28 Jun 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3487676 The complaint Mrs M complains that she was mis-sold a whole-of-life policy by St James’s Place Wealth Management Plc (“SJP”). Specifically, she’s unhappy that she wasn’t told it was reviewable. What happened In 2011, Mrs M sought advice from SJP. She says her husband had taken ... (4 pages)View decision -
Decision Reference DRN-3435230
28 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3435230 The complaint Miss A and Mr H complain about how TSB Bank plc dealt with a lost account card. What happened Mr H says he lost his TSB account card in late May 2021. He says he called TSB to cancel the card, but it cancelled the wrong account card. Mr H says as a result fraudule... (2 pages)View decision -
Decision Reference DRN-3471699
28 Jun 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3471699 The complaint Mr C complains about the way Interactive Investor Services Limited (II) handled the transfer of his stocks and shares ISA to its platform. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in... (2 pages)View decision -
Decision Reference DRN-3565392
28 Jun 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3565392 The complaint Mr N complains about the poor service he received from Barclays Bank UK PLC, trading as Barclays Wealth Management (“Barclays”). What happened Mr N had an advisory share dealing account with Barclays since around 2003. In October 2020 Barclays wrote to him to expl... (2 pages)View decision -
Decision Reference DRN-3567265
28 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3567265 The complaint Miss G has complained about how HSBC UK Bank Plc dealt with things after she was the victim of fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In February 2021, fraudsters took out an HSBC loan in Miss G’s name a... (3 pages)View decision -
Decision Reference DRN-3565080
28 Jun 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3565080 The complaint Mr G complains that he couldn’t get through on the phone to Hargreaves Lansdown Asset Management Limited (“HLAM”) when he wanted to give instructions to take up a rights issue. What happened Mr G has an execution only share dealing account with HLAM. He had a hold... (4 pages)View decision -
Decision Reference DRN-3126905
28 Jun 2022 Target Servicing Limited UpheldMortgagesDRN-3126905 The complaint Mr G complains that Target Servicing Limited failed to collect a monthly management fee for his help to buy shared equity mortgage, and then required him to make up the missed payments. What happened Mr G took out a shared equity loan using the help to buy scheme ... (3 pages)View decision -
Decision Reference DRN-3567118
28 Jun 2022 Claims Helpdesk Limited UpheldClaims ManagementDRN-3567118 The complaint Ms F complains about the success fees Claims Helpdesk Limited charged her for pursuing claims for mis-sold financial products on her behalf. What happened In mid-2016, Ms F instructed Claims Helpdesk to pursue claims for mis-sold payment protection insurance, pack... (4 pages)View decision -
Decision Reference DRN-3387493
28 Jun 2022 Quilter Financial Services Ltd UpheldInvestmentsDRN-3387493 The complaint Mr W complains about the service he’s received from Quilter Financial Services Ltd. He’s unhappy with the lack of rebalancing of his portfolio and with errors made when processing quarterly income payments. To put things right he’d like full compensation for the e... (5 pages)View decision
