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 123872 results
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Decision Reference DRN-3761642
21 Oct 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3761642 The complaint S, a charity, complains that The Co-operative Bank plc’s process made it possible for online banking to be set up in a way that was not in line with S’ policy. In particular, S feels that the bank should have put in place dual authorisation for online payments. S ... (2 pages)View decision -
Decision Reference DRN-3766360
21 Oct 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3766360 The complaint Mr K complains about delays following withdrawal requests he made to National Savings and Investments (NS&I) at the end of 2020. What happened The background to his complaint and my initial conclusions were set out in my provisional decision. I said: Mr K sent... (2 pages)View decision -
Decision Reference DRN-3357217
21 Oct 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3357217 The complaint Mr B complained that ReAssure Limited (ReAssure) provided a level of service that fell short of his reasonable expectation in relation to his personal pension policy. ReAssure has offered him compensation in respect of his distress and inconvenience, which he woul... (3 pages)View decision -
Decision Reference DRN-3766894
21 Oct 2022 U K Insurance Limited UpheldInsuranceDRN-3766894 The complaint Mr M complained that U K Insurance Limited (UKI) had overcharged him for his premiums over the years for his car insurance. What happened Mr M had been insured with UKI for about 18 years when he changed his car on the policy in 2019. But when his insurance came u... (4 pages)View decision -
Decision Reference DRN-3689472
21 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3689472 The complaint Ms K complains that Everyday Lending Limited, trading as Everyday Loans, lent to her irresponsibly and without carrying out proper affordability checks on two occasions. She would like all the fees and charges associated with the loans refunded. What happened In M... (3 pages)View decision -
Decision Reference DRN-3685219
21 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3685219 The complaint Mr and Mrs S have complained that Aviva Insurance Limited have declined claims that Mr S made for disability on his mortgage payment protection insurance policy in 2021. What happened Mr S made two claims during January-February 2021. Aviva declined these on the b... (2 pages)View decision -
Decision Reference DRN-3703173
21 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3703173 The complaint Mr and Mrs P have complained that Lloyds Bank Plc (“Lloyds”) started to charge them for their Gold account, when they say it had been previously agreed that they would not have to pay the monthly fee. What happened Mr and Mrs P have explained that in 1972 Mr P won... (4 pages)View decision -
Decision Reference DRN-3763898
21 Oct 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3763898 The complaint Miss P complained to Mercedes-Benz Financial Services UK Limited (MBFS) that it didn’t treat her fairly when she didn’t meet her final payment under a hire purchase agreement and it issued charges on collection of the car. What happened MBFS entered ... (8 pages)View decision -
Decision Reference DRN-3705789
21 Oct 2022 Sesame Limited UpheldPensions and AnnuitiesDRN-3705789 The complaint Mr H complains about the advice given by Sesame Limited (Sesame) to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension (PP). He says the advice was unsuitable for him and believes this has caused a financial loss.... (6 pages)View decision -
Decision Reference DRN-3649987
21 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3649987 The complaint Mrs J complains that HSBC UK Bank Plc, trading as first direct, won’t refund the money she lost when she was the victim of a scam. What happened In October 2021, Mrs J received a message through an instant messaging service from someone claiming to be her son. The... (4 pages)View decision
