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-3986520
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3986520 The complaint Mr B complains that HSBC UK Bank Plc harassed him for payments for his credit card despite agreeing a Debt Consolidation Loan. What happened Mr B had a credit card with HSBC that fell into arrears. In June 2021 Mr B spoke with HSBC about the arrears and it agreed ... (3 pages)View decision -
Decision Reference DRN-4027494
16 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4027494 The complaint Miss P is a sole trader. She complains that TSB Bank plc unfairly closed her business account and recalled her Bounce Back Loan. What happened Miss P opened a business account with TSB in October 2020 and applied to the bank for a Bounce Back Loan of £30,000. The ... (9 pages)View decision -
Decision Reference DRN-4016172
16 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4016172 The complaint Miss R is unhappy that Admiral Insurance (Gibraltar) Limited (AIL) declined her claim under her buildings insurance for an escape of water. What happened Miss R noticed water dripping through her kitchen ceiling, which she believed was caused by a leak from her sh... (4 pages)View decision -
Decision Reference DRN-3794034
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3794034 The complaint Mrs C is unhappy that HSBC UK Bank Plc won’t refund her money she lost as a result of an investment fraud. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. Mrs C was looking to get involved ... (4 pages)View decision -
Decision Reference DRN-3854697
16 Mar 2023 Tesco Underwriting Limited UpheldInsuranceDRN-3854697 The complaint Mr R complains through his representative, L, that Tesco Underwriting Limited has failed to provide an adequate settlement in respect of his claim. This was for accidental damage to an underground pipe connected to his septic tank. What happened Mr R reported a cl... (3 pages)View decision -
Decision Reference DRN-4027240
16 Mar 2023 American Express Payment Services Limited UpheldBanking and PaymentsDRN-4027240 The complaint Ms M, on behalf of ‘F’ – a limited company complains that American Express Payment Services Limited (AEPSL) has not returned to it funds that were paid into a wrong merchant account. What happened As the background to this complaint is well known to both parties a... (3 pages)View decision -
Decision Reference DRN-3991739
16 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3991739 The complaint Mrs T has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by agreeing an overdraft and increasing her limit. She says Lloyds acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Mrs T appli... (3 pages)View decision -
Decision Reference DRN-3786608
16 Mar 2023 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-3786608 The complaint Mr M complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a type of personal pension arrangement, in 2007. He says the advice was unsuitable for him and believes this has caused a financial los... (9 pages)View decision -
Decision Reference DRN-3996754
16 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3996754 The complaint Ms D complains that TSB Bank plc unfairly registered a default with the Credit Reference Agencies (CRA’s) even though they were sending post to an old address. What happened Ms D says she was contacted by a third party debt management company (DMC) in January 2022... (3 pages)View decision -
Decision Reference DRN-4026996
16 Mar 2023 Extracover Limited UpheldInsuranceDRN-4026996 The complaint Mr G is unhappy with the advice he received about his taxi insurance policy from Extracover Limited trading as Zego (Zego). What happened Mr G had a private-hire taxi insurance policy purchased via Zego. The policy ran for 30 days and could be renewed when each pe... (4 pages)View decision