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 122580 results
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Decision Reference DRN-3608691
29 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3608691 The complaint Mr F’s unhappy with the way Tesco Personal Finance PLC dealt with his attempt to obtain a refund of money he’d paid for a hotel booking using his credit card. What happened Mr F had two rooms reserved for a short stay at a UK hotel. He paid in full for the booking... (3 pages)View decision -
Decision Reference DRN-3426977
29 Jul 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3426977 The complaint Mr G is unhappy with how long Metro Bank PLC took to deal with unauthorised transactions on his account. What happened Mr G noticed unauthorised transactions on his account and raised them with Metro Bank. He says he was told he’d have the money returned to him wi... (2 pages)View decision -
Decision Reference DRN-3283650
29 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3283650 The complaint Mr I complains that HSBC UK Bank Plc (trading as First Direct) won’t reimburse the full amount he lost to an investment scammer. What happened Mr I received an email from his friend introducing him to an investment company called Grandefex. After speaking with rep... (4 pages)View decision -
Decision Reference DRN-3272695
29 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3272695 The complaint Mr T complains about the advice he received from Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a personal pension plan (‘PPP’). He says the advice was unsuitable for him and... (13 pages)View decision -
Decision Reference DRN-3381591
29 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3381591 The complaint Mr F says Tesco Personal Finance PLC lent to him irresponsibly when increasing the limit on his credit card in 2016 and 2018. For the avoidance of doubt, the scope of this complaint doesn’t include what happened before 2016. What happened Mr F opened a Tesco credi... (5 pages)View decision -
Decision Reference DRN-3536006
29 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3536006 The complaint Mr C and Mr D complain that Royal & Sun Alliance Insurance Limited (“RSA”) declined their claim for loss of rent following a claim on their block home insurance policy. What happened Mr C and Mr D are joint leaseholders of a flat in a block, which they rent ou... (2 pages)View decision -
Decision Reference DRN-3282804
29 Jul 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3282804 The complaint Mrs T complains about advice given by Findlay & Co Financial Solutions Limited, an appointed representative of Quilter Financial Planning Solutions Limited (Quilter) to transfer her personal pension to a new pension arrangement with a different provider. For c... (4 pages)View decision -
Decision Reference DRN-3282820
29 Jul 2022 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-3282820 The complaint Mr T complains about advice given by Findlay & Co Financial Solutions Limited, an appointed representative of Quilter Financial Planning Solutions Limited (Quilter) to transfer his personal pension to a new pension arrangement with a different provider. For co... (4 pages)View decision -
Decision Reference DRN-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision -
Decision Reference DRN-3323279
29 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3323279 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA has not refunded him for an item he paid for but didn’t receive. What happened Mr C brought an item from a seller and used PayPal to pay for it. Mr C paid approximately £220 for the ... (2 pages)View decision
