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 125267 results
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Decision Reference DRN-3616308
30 Dec 2022 New Wave Capital Limited UpheldBanking and PaymentsDRN-3616308 The complaint Mr C, the sole director for L, a limited company, complains that New Wave Capital Limited (“Capital”) won’t refund a transaction it didn’t make. What happened Mr C received a call from someone pretending to be from Capital’s fraud team. He recalled they told him t... (3 pages)View decision -
Decision Reference DRN-3799714
30 Dec 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3799714 The complaint Mrs R complains to Gallium Fund Solutions Limited (“Gallium”) about her investment into a five year bond issued by Basset & Gold Plc (“B&G Plc”) which she thought would be covered by the Financial Services Compensation Scheme. What happened The B&G Pl... (23 pages)View decision -
Decision Reference DRN-3861153
30 Dec 2022 Secure Trust Bank Plc UpheldConsumer CreditDRN-3861153 The complaint Mr O has complained that Secure Trust Bank Plc, trading as Moneyway (“Secure Trust”) is registering incorrect information on his credit record. What happened Mr O acquired a used car in August 2019 using a hire purchase agreement with Secure Trust. He borrowed jus... (3 pages)View decision -
Decision Reference DRN-3782465
30 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3782465 The complaint Mr B complains that HSBC UK Bank Plc restricted and closed a basic bank account. What happened Mr B had a basic bank account with HSBC. In October 2021, he received a payment of £500 into the account. But HSBC says it received a scam allegation against this credit... (4 pages)View decision -
Decision Reference DRN-3353336
30 Dec 2022 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-3353336 The complaint Mr W complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Beacon IFA Limited is responsible for answering this complaint and so to keep things consistent, I’ll refer ma... (11 pages)View decision -
Decision Reference DRN-3447098
29 Dec 2022 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3447098 The complaint Mr R complains about the suitability of the advice provided by Acumen Independent Financial Planning Limited (“Acumen”) in January 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”... (14 pages)View decision -
Decision Reference DRN-3875151
29 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3875151 The complaint Mr A and Mr T complain about QIC Europe Ltd’s (“QIC”) decision to partially decline their claim under their home contents insurance. What happened Mr A and Mr T’s home was broken into, and a number of their items were stolen. They reported this to QIC who declined... (3 pages)View decision -
Decision Reference DRN-3876239
29 Dec 2022 Close Brothers Limited UpheldConsumer CreditDRN-3876239 The complaint Miss E complains about the quality of a car supplied to her by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). What happened Miss E acquired a used car under a conditional sale agreement with Close Brothers in February 2018. The ... (6 pages)View decision -
Decision Reference DRN-3826148
29 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3826148 The complaint Mrs and Mr B have complained about how Aviva Insurance Limited (‘Aviva’) handled their claim under their home insurance policy following accidental damage to their iPad. For the avoidance of doubt, the term ‘Aviva’ includes Aviva’s agents, suppliers and contractor... (3 pages)View decision -
Decision Reference DRN-3845246
29 Dec 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3845246 The complaint Mr H has complained about the way in which Tesco Underwriting Limited (‘Tesco’) has handled his theft claim under his home insurance policy. For the avoidance of doubt ‘Tesco’ includes its representatives, loss adjusters and claims agents in this decision letter. ... (4 pages)View decision
