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 128312 results
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Decision Reference DRN-3866205
16 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3866205 The complaint Miss S is unhappy with the way British Gas Insurance Limited (British Gas) dealt with her claim under her HomeCare policy. What happened Miss S is a landlord and took out plumbing and drains cover with British Gas to cover her rented property. In December 2021 Mis... (4 pages)View decision -
Decision Reference DRN-4027621
16 Mar 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4027621 The complaint Mr G complains he had to wait over thirty minutes when he called Clydesdale Bank Plc trading as Virgin Money (Virgin Money) to discuss the interest on his Individual Savings Account (ISA). What happened Mr G called Virgin Money on 21 July 2022. He complains he wai... (2 pages)View decision -
Decision Reference DRN-4024875
16 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4024875 The complaint Mr P complains that Bank of Scotland plc, trading as Halifax, did not treat him fairly when it recovered an overpaid refund. What happened Two of Mr P’s Halifax accounts were targeted by fraudsters who took £490 from him. Mr P quickly realised he had been subject ... (3 pages)View decision -
Decision Reference DRN-3961831
16 Mar 2023 Stagemount Limited UpheldConsumer CreditDRN-3961831 The complaint Mr M complains through a representative that Stagemount Limited trading as Quidmarket (Quidmarket) gave him loans without carrying out proportionate affordability checks. What happened Mr M took three loans from Quidmarket between November 2020 and August 2021. I’... (5 pages)View decision -
Decision Reference DRN-3731351
16 Mar 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3731351 The complaint Ms M complains about The Royal Bank of Scotland Plc’s decision to review and restrict her access to her account after she made a scam report. Ms M’s linked complaint that she has been the victim of a scam is being considered separately. Ms M is represented by her ... (6 pages)View decision -
Decision Reference DRN-3746249
16 Mar 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3746249 The complaint Mr G has complained that St. James's Place Wealth Management Plc delayed the transfer of defined benefits from his occupational pension scheme, which resulted in the cash equivalent transfer value (CETV) being reduced. What happened The investigator who consi... (8 pages)View decision -
Decision Reference DRN-4019555
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4019555 The complaint Mr M is unhappy how HSBC UK Bank Plc trading as first direct communicated with him when he asked for help to recover money following a purchase made on his credit card. What happened In early May 2022 Mr M purchased two tickets for a sporting event. Each ticket wa... (3 pages)View decision -
Decision Reference DRN-3997753
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3997753 The complaint H, a limited company complains that HSBC UK Bank Plc (HSBC) mistakenly closed it account, leading to returned payments, loss of reputation and inconvenience. H is represented in its complaint by a director, Miss F. What happened H has a business bank account with ... (3 pages)View decision -
Decision Reference DRN-4018185
16 Mar 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4018185 The complaint Mr H is unhappy with the way Fortegra Europe Insurance Company Ltd handled his claim under his furniture warranty. What happened Mr H took out a warranty with Fortegra in December 2020 for his new dining table. Around eight months later he noticed a small chip in ... (4 pages)View decision -
Decision Reference DRN-3981102
16 Mar 2023 Studio Retail Limited UpheldConsumer CreditDRN-3981102 The complaint Mr D says Studio Retail Limited (“Studio Retail”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on the account be refunded. What happened This complaint is about a shopping account Studio Retail provided to Mr D. Th... (3 pages)View decision