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-4029749
30 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4029749 The complaint Miss R complains about the delays in Metro Bank PLC transferring her 5-year fixed rate cash ISA to a stocks and shares ISA with a third-party ISA provider (who I will call G). What happened In mid-December 2020 Miss R requested that G arrange the transfer of her 5... (6 pages)View decision -
Decision Reference DRN-4003476
30 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4003476 The complaint Mr C complains that ReAssure Limited (ReAssure) didn’t contact him prior to the maturity of his personal pension plan (PPP). He thinks he may have suffered a financial loss because of events which affected the PPP during the period in which he was eligible to draw... (9 pages)View decision -
Decision Reference DRN-4051980
30 Mar 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4051980 The complaint Mr C complained about The Co-operative Bank plc’s actions when he reported a fraudulent transaction on his account. What happened Late at night on 30 June 2021, Mr C received a call from a convincing scammer who said he was from the Co-op’s security team. Mr C sai... (6 pages)View decision -
Decision Reference DRN-4049156
30 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4049156 The complaint Mr J complains Royal & Sun Alliance Insurance Limited (RSA) unfairly declined his claim for cover under his legal expenses insurance (LEI) policy to pursue negligence claims against his union and lawyers in relation to an employment dispute. Where I refer to R... (6 pages)View decision -
Decision Reference DRN-3930113
30 Mar 2023 TSB Bank plc UpheldMortgagesDRN-3930113 The complaint Ms A complains about the service she has received from TSB Bank plc, trading as Whistletree. She says it has failed to make reasonable adjustments for her to enable her to access mortgage documents and manage her mortgage. What happened Ms A took out a ‘Together’ ... (5 pages)View decision -
Decision Reference DRN-3967443
30 Mar 2023 ReAssure Limited UpheldInvestmentsDRN-3967443 The complaint Mr and Mrs B complain about how ReAssure Limited have administered their whole of life policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. What I’ve decided – and why I’ve considered all the av... (2 pages)View decision -
Decision Reference DRN-3973812
30 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3973812 The complaint Mrs M is unhappy that Metro Bank PLC has refused to refund all the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr... (4 pages)View decision -
Decision Reference DRN-3921399
30 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3921399 The complaint Mrs K complains that Metro Bank PLC allowed someone to take the contents of her safety deposit box without proper authorisation. She’d like Metro to reimburse her for the value of the contents. What happened Mrs K held a safety deposit box with Metro. In October 2... (2 pages)View decision -
Decision Reference DRN-4055973
29 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4055973 The complaint Mr K has complained that HSBC UK Bank Plc won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In late 2021, Mr K’s mobile banking was used to pay £8,000 to a third party. Mr K said he didn’t authorise this payment. He explained ... (4 pages)View decision -
Decision Reference DRN-3972234
29 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3972234 The complaint Mr T complains that a car acquired with finance from Mercedes Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened In June 2022 Mr T was supplied with a car and entered into a hire purchase agreement with MBFS. At the point of supply th... (3 pages)View decision