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 125299 results
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Decision Reference DRN-3517126
11 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3517126 The complaint Miss P complains that HSBC UK Bank Plc won’t refund money she lost after she fell victim to a scam. What happened The background to this complaint is well known to both parties and has been well detailed in our investigator’s view, so I won’t repeat it in detail. ... (4 pages)View decision -
Decision Reference DRN-3799280
11 Nov 2022 Sesame Limited UpheldPensions and AnnuitiesDRN-3799280 The complaint Ms B’s representative has complained, on her behalf, that an appointed representative of Sesame Limited gave her unsuitable advice to establish a stakeholder pension plan instead of enhancing her occupation pension scheme (OPS) defined benefits by buying added yea... (7 pages)View decision -
Decision Reference DRN-3541654
11 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3541654 The complaint A charity, which I’ll refer to as B, complains that Barclays Bank UK Plc failed to credit 20 cheques worth a total of £6,226 to B’s account. Mrs R, who is a trustee of B, brings the complaint on its behalf. What happened Mrs R told us: Most of B’s funds come from... (3 pages)View decision -
Decision Reference DRN-3770086
11 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3770086 The complaint Mr H complains about delays by Barclays Bank UK PLC when carrying out an ISA transfer. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H had an ISA with Barclays. Mr H also had an ISA wi... (3 pages)View decision -
Decision Reference DRN-3781719
11 Nov 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3781719 The complaint Miss B has complained that Nationwide Building Society (“Nationwide”) acted unfairly by continuing to apply overdraft charges to her account when she was in financial difficulty. What happened Miss B complained to Nationwide that the overdraft charges applied to h... (3 pages)View decision -
Decision Reference DRN-3800405
11 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3800405 The complaint Mr and Mrs A are unhappy about AXA Insurance UK Plc’s decision to turn down a storm claim made under their home insurance policy. All references to AXA include its appointed agents. What happened Mr and Mrs A raised a claim on their home insurance policy with AXA ... (3 pages)View decision -
Decision Reference DRN-3780808
11 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3780808 The complaint Miss A has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by providing her with an overdraft and increasing her limit. She says it acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss... (3 pages)View decision -
Decision Reference DRN-3801411
11 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3801411 The complaint Mr H complains about delays caused by AWP P&C SA when handling a claim under his missed event insurance policy. Where I refer to AWP, this includes its agents and claims handlers. What happened Mr H had tickets to an event which he was unable to attend. So, in... (2 pages)View decision -
Decision Reference DRN-3801365
11 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3801365 The complaint Mr S complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly refused a chargeback claim. What happened In October 2021, Mr S purchased a rental car voucher for his upcoming trip abroad through an online car hire comparison site, who I’ll refer... (4 pages)View decision -
Decision Reference DRN-3689052
11 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3689052 The complaint Mr W’s complaint is about a claim he made on his Covea Insurance plc commercial trade insurance policy, which was declined. Mr W says that Covea acted unfairly. He is helped by a representative on this complaint but for ease of reading I shall refer to all submiss... (4 pages)View decision
