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 123440 results
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Decision Reference DRN-3610836
15 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3610836 The complaint Mr W is unhappy that TSB Bank plc froze his account for six days without warning him. What happened TSB blocked two of Mr W’s outgoing transactions due to fraud concerns. When Mr W called and verified the transactions successfully, but he was then told his account... (2 pages)View decision -
Decision Reference DRN-3662974
15 Sep 2022 FCE Bank Plc UpheldConsumer CreditDRN-3662974 The complaint Mr O complains that a new van supplied to him under a hire purchase agreement with FCE Bank Plc wasn’t of satisfactory quality. What happened Mr O acquired a new van in March 2020 financed through a hire purchase agreement with FCE. In October he brought a complai... (6 pages)View decision -
Decision Reference DRN-3662489
15 Sep 2022 LEBC Group Limited UpheldInvestmentsDRN-3662489 The complaint Mr R complains that LEBC Group Limited didn’t carry out an annual review of his investments. What happened Mr R held investments on a platform which were serviced by LEBC on a discretionary basis. Mr R says the annual review due during 2020 didn’t take place. LEBC... (2 pages)View decision -
Decision Reference DRN-3691301
15 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3691301 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“BOS”) acted irresponsibly in providing him with overdraft facilities and increasing his limit. What happened Mr S held two accounts with overdraft facilities with BOS. In May 2016 BOS agreed to increase... (3 pages)View decision -
Decision Reference DRN-3609455
15 Sep 2022 Studio Retail Limited UpheldConsumer CreditDRN-3609455 The complaint Mrs Y, who is represented by a third party, says Studio Retail (“Studio Retail”), trading as Ace, irresponsibly lent to her. She has requested that interest and late payment charges she paid on the account from October 2016 be refunded. What happened This complain... (4 pages)View decision -
Decision Reference DRN-3689725
15 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3689725 The complaint Mr M has complained about the charges that Bank of Scotland plc (“BOS”) applied to his account when he was in financial difficulty. What happened Mr M complained to BOS about the charges applied to his account in February 2019. BOS agreed to refund £100 in fees a... (3 pages)View decision -
Decision Reference DRN-3596642
15 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3596642 The complaint Mr and Mrs H are unhappy because AWP P&C SA hasn’t refunded the premium they paid for a single trip travel insurance policy. All reference to AWP includes its agents. What happened In early 2020, Mr and Mrs H bought a single trip travel insurance policy, under... (2 pages)View decision -
Decision Reference DRN-3703511
15 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3703511 The complaint Mr C says Santander UK Plc acted unreasonably when it refused to follow his payment instructions. What happened Mr C called Santander on 6 December 2021 to transfer £99,000 to his son. He asked to use mandate seven on his account, this had to be re-instated as it ... (2 pages)View decision -
Decision Reference DRN-3700298
15 Sep 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3700298 The complaint Ms W complains that Interactive Investor Services Limited (“IISL”) purchased the wrong shares for her. She says, if she’d known she couldn’t buy shares in the company she wanted, she would have taken further advice and purchased the bond. Ms W’s complaint is about... (3 pages)View decision -
Decision Reference DRN-3703391
15 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3703391 The complaint Mr R’s complaint was initially about the administration of his pension after it was transferred from Legal and General to ReAssure Limited (‘RL’) around August 2020. He alleged maladministration, by RL, of contributions to the pension and associated poor customer ... (7 pages)View decision
