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 120436 results
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Decision Reference DRN-3269670
29 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3269670 The complaint Mr H and Mrs F are unhappy Ageas Insurance Limited (Ageas) declined a claim on their travel insurance policy. What happened In January 2020 Mr H and Mrs F booked a trip abroad for September 2020. On 14 March 2020 they purchased a single trip travel policy underwri... (3 pages)View decision -
Decision Reference DRN-3400770
29 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3400770 The complaint Mr C complains that HSBC UK Bank Plc won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key points and focus on giving the reasons for my decision: • M... (8 pages)View decision -
Decision Reference DRN-3403724
29 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3403724 The complaint A company, which I’ll refer to as “Z”, complains that Barclays Bank UK PLC unfairly blocked its bank accounts. Z’s directors, Mr and Mrs B, bring the complaint on the company’s behalf. What happened Z banked with Barclays. It obtained a Bounce Back Loan of £33,000... (3 pages)View decision -
Decision Reference DRN-3402785
29 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3402785 The complaint A company, which I’ll refer to as “G”, complains that Barclays Bank UK PLC unfairly blocked its bank accounts. One of G’s directors, Mr B, brings the complaint on the company’s behalf. What happened G banked with Barclays. It obtained a Bounce Back Loan of £41,000... (2 pages)View decision -
Decision Reference DRN-3194571
29 Mar 2022 The Car Finance Company (2007) Ltd UpheldConsumer CreditDRN-3194571 The complaint Mr S complains that The Car Finance Company (2007) Ltd (“TCFC”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In June 2015, Mr S took receipt of a car that he financed through a hire purchase agreement with TCFS. Mr S was required to... (3 pages)View decision -
Decision Reference DRN-3404009
29 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3404009 The complaint Mr D complains NewDay Ltd approved his application for two different credit card accounts that were unaffordable and he’s also unhappy with credit limit increases that were later applied to the accounts. What happened Mr D has two credit cards with NewDay – one Aq... (4 pages)View decision -
Decision Reference DRN-3114944
29 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3114944 The complaint Mr D complains National Westminster Bank Plc lent to him irresponsibly. What happened Mr D applied to NatWest for lending on a number of occasions including for a £7,500 loan in May 2019 and a £10,000 loan in March 2020. Both loans were approved. In 2020 Mr D comp... (3 pages)View decision -
Decision Reference DRN-3191730
29 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3191730 The complaint Mrs K complains that Portal Financial Services LLP (Portal) gave her unsuitable advice to transfer her personal pensions into a Self-Invested Personal Pension (SIPP) and invest in Unregulated Collective Investment Schemes (UCIS). What happened In August 2010, Mrs ... (6 pages)View decision -
Decision Reference DRN-3393416
29 Mar 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3393416 The complaint Mr T complains that Phoenix Life Limited provided him with inaccurate information about his pension savings between 2011 and 2018. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thought the complaint ... (5 pages)View decision -
Decision Reference DRN-3368959
29 Mar 2022 Chantler Kent Investments UpheldPensions and AnnuitiesDRN-3368959 The complaint In summary, Mrs K has complained about the advice she received from Chantler Kent Investments (CKI) in 2012, when it advised her to transfer her pension into a self- invested personal pension (SIPP). Mrs K thinks that as a result of poor initial advice and not hav... (15 pages)View decision
