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-3862491
21 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3862491 The complaint Mr R complains Metro Bank PLC added his details to a fraud marker database. What happened Mr R received a £1,500 payment into his account. The sender of the payment told their bank the payment was fraudulent, and that bank passed this message on to Metro. Metro bl... (5 pages)View decision -
Decision Reference DRN-3750802
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3750802 The complaint E complains that HSBC UK Bank Plc won’t refund the money it lost when it was the victim of a scam. What happened E is a limited company and, in December 2021, it was paying an invoice for a contractor it had used. E had received the invoice from the contractor, se... (3 pages)View decision -
Decision Reference DRN-3869302
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3869302 The complaint A – a company – has complained that AXA Insurance UK Plc has unfairly declined a claim it made under its Commercial Property Insurance Policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full detail h... (3 pages)View decision -
Decision Reference DRN-3869033
21 Dec 2022 Bank of Scotland Plc UpheldMortgagesDRN-3869033 The complaint Ms A is unhappy that Bank of Scotland plc trading as Birmingham Midshires hasn’t provided a sufficient explanation for errors it made in calculating her monthly payments over the life of three mortgages she’s held with it. What happened In May 2019, Birmingham Mid... (3 pages)View decision -
Decision Reference DRN-3666783
21 Dec 2022 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3666783 The complaint Mr J complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme... (11 pages)View decision -
Decision Reference DRN-3862545
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3862545 The complaint Mr and Mrs J have complained about a fraudulent transaction that was allowed to be processed through their HSBC UK Bank Plc (HSBC) account and the service Mrs J received when attempting to resolve the situation. What happened Mrs J called HSBC on 8 January 2022. S... (3 pages)View decision -
Decision Reference DRN-3734747
21 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3734747 The complaint Miss J complains that PayrNet Limited (acting through its agent Pockit) has refused to refund unauthorised transactions made on her prepaid card. Miss J has been assisted in bringing her complaint by her employer. Some of the interactions with Pockit were also con... (3 pages)View decision -
Decision Reference DRN-3867521
21 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3867521 The complaint Mrs B is unhappy that Aviva Insurance Limited declined a claim she made under her home insurance policy for an underground pipe problem. Mrs B has been represented at times but, for simplicity, reference to her includes anything said by her representative. What ha... (4 pages)View decision -
Decision Reference DRN-3869270
20 Dec 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3869270 The complaint Mrs D complains that Chetwood Financial Limited (trading as BetterBorrow) is holding her liable for a loan in her name which she says she did not consent to. Mrs D has a representative in this matter. What happened The circumstances of this complaint are well know... (3 pages)View decision -
Decision Reference DRN-3820275
20 Dec 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3820275 The complaint Mrs M complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a biomass boiler. (Her husband has sought t... (3 pages)View decision
