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-3776743
30 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3776743 The complaint Mr R complains that Monzo Bank Ltd did not contact a third party on his behalf to help retrieve a payment. What happened In November 2021, Mr R made an international payment from his Monzo account. In February 2022, Mr R contacted Monzo and explained he was having... (3 pages)View decision -
Decision Reference DRN-3835163
30 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3835163 The complaint Mr F complains about the advice given by D C Financial Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has c... (14 pages)View decision -
Decision Reference DRN-3767584
30 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3767584 The complaint Mrs N complains that HSBC UK Bank Plc have unfairly refused to refund over £51,000 she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mrs N was... (4 pages)View decision -
Decision Reference DRN-3929180
30 Jan 2023 TSB Bank plc UpheldConsumer CreditDRN-3929180 The complaint Mr S is unhappy TSB Bank plc delayed his application for a personal loan as a result of incorrect information they held about him. What happened On 25 March 2022, Mr S says he went to apply for a personal loan with TSB online. However, despite repeated attempts to... (3 pages)View decision -
Decision Reference DRN-3932508
30 Jan 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3932508 The complaint Mr A’s complaint is about the maturity value of a mortgage endowment policy with Aviva Life & Pensions Limited. He is unhappy that the maturity value hasn’t been paid to him as Aviva wants proof of address that he can’t provide. What happened At the end of Mar... (4 pages)View decision -
Decision Reference DRN-3700026
30 Jan 2023 Financial Administration Services Limited UpheldInvestmentsDRN-3700026 The complaint Mrs A complains about the service received from Financial Administration Services Limited (“Fidelity”). She says Fidelity delayed the transfer of her holdings to it from a third-party and this caused her distress and inconvenience in having to chase this up. Mrs A... (3 pages)View decision -
Decision Reference DRN-3871604
28 Jan 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3871604 The complaint Mrs E complains that HSBC UK Bank Plc failed to explain the implications of a loan payment holiday on her credit file. What happened Mrs E says she agreed a loan repayment holiday with HSBC for December 2021 and January 2022. She says HSBC didn’t explain the impli... (3 pages)View decision -
Decision Reference DRN-3416697
27 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3416697 The complaint Miss S complained about advice given by a tied adviser from a predecessor business of Aviva Life & Pensions UK Limited (“Aviva”) to take out a Free-Standing Additional Voluntary Contribution (FSAVC) plan. For ease, I’ll refer only to Aviva as the relevant busi... (6 pages)View decision -
Decision Reference DRN-3702186
27 Jan 2023 Sesame Limited UpheldInvestmentsDRN-3702186 The complaint Mrs J complains to Sesame Limited (Sesame) she was sold an unsuitable life assurance policy. What happened In 2015, Mrs J was contacted by a representative of Sesame to review her life assurance policy. As a result, Mrs J replaced her existing policy at the time w... (4 pages)View decision -
Decision Reference DRN-3884553
27 Jan 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3884553 The complaint Mrs B’s complaint is about Santander Consumer (UK) Plc’s response to dealing with problems she’s had with a car it supplied to her under a conditional sale agreement. What happened Mrs B entered into a conditional sale agreement with Santander so she could get a c... (3 pages)View decision