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 121074 results
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Decision Reference DRN-3610061
22 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3610061 The complaint The trustees of a trust, who I’ll refer to as Mr and Mrs B, complain that HSBC UK Bank Plc initially set up the trust bank account incorrectly, which has caused them inconvenience. What happened In the 1980’s, Mrs B’s parents – Mr D and Mrs B - set up two trusts w... (4 pages)View decision -
Decision Reference DRN-3539256
22 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3539256 The complaint Mr N’s complained that he wasn’t able to access his account with HSBC UK Bank Plc (“HSBC”) using their app or website – so he couldn’t make essential payments. What happened In early 2022, Mr N found he couldn’t use HSBC’s mobile banking app to complete his day to... (3 pages)View decision -
Decision Reference DRN-3282795
22 Jul 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3282795 The complaint Mr G’s complaint against Aviva Life & Pensions UK Limited (Aviva) relates to the amount of special bonus awarded in 2015 and he’s also unhappy with the lack of information about 2020 special bonus. What happened Mr G’s pension was originally invested with a pr... (4 pages)View decision -
Decision Reference DRN-3429461
22 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3429461 The complaint Mr B complains about the advice Portal Financial Services LLP (‘Portal’) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme and also his personal pension plan (‘PPP’) to a self-invested personal pension (‘SIPP’). He says the ... (13 pages)View decision -
Decision Reference DRN-3421177
22 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3421177 The complaint Miss S’s complaint is about a claim she made on her legal expenses insurance policy for cover to bring a personal injury claim against a third party. Soteria Insurance Limited declined the claim. Miss S thinks they acted unfairly in doing so. What happened Miss S,... (3 pages)View decision -
Decision Reference DRN-3609714
22 Jul 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3609714 The complaint Mrs D complains about the way American Express Services Europe Limited (AESEL) handled her request for a refund in relation to a holiday she cancelled due to Covid-19. Mrs D used her credit card to make a deposit for the holiday. What happened In November 2019, Mr... (6 pages)View decision -
Decision Reference DRN-3607493
22 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3607493 The complaint Ms T complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of two scams. What happened Ms T says she was interested in earning some more money by learning how to trade, so filled in an enquiry form she found online. She was then c... (6 pages)View decision -
Decision Reference DRN-3610059
22 Jul 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3610059 The complaint Mr and Mrs D complain HSBC UK Bank Plc provided them with incorrect information when they were looking to make a lump sum reduction to their mortgage; and didn’t action their instructions to cancel future overpayments. What happened Mr and Mrs D contacted HSBC in ... (3 pages)View decision -
Decision Reference DRN-3535794
22 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3535794 Complaint Mr A has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr A bought solar panels for his home in August 2015. The purchase was funded by a loan from Shawbrook, and that bu... (3 pages)View decision -
Decision Reference DRN-3479135
22 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3479135 The complaint The estate of Ms A (“The Estate”) is unhappy that TSB Bank plc released the proceeds of the late Ms A’s accounts to a person who wasn’t legally entitled to it. What happened Ms A held several accounts with TSB. Sadly, in November 2017, she died. Following this, Th... (2 pages)View decision
