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-3908298
18 Jan 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3908298 The complaint Miss C complains about Tesco Personal Finance PLC trading as Tesco Bank’s (“Tesco Bank”) refusal to help her obtain a refund of a payment she made using her Tesco Bank credit card or alternatively to reimburse her itself. What happened Miss C booked a five night s... (8 pages)View decision -
Decision Reference DRN-3904104
18 Jan 2023 Progressive Building Society UpheldMortgagesDRN-3904104 The complaint Miss L complains that Progressive Building Society said, just after it issued a mortgage offer to her, that this offer could be extended towards the end of its three month validity period. But then it wouldn’t extend after all, and she had to take a mortgage at hi... (6 pages)View decision -
Decision Reference DRN-3877861
18 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3877861 The complaint Mr A complains about a returned post letter sent by HSBC UK Bank Plc (“HSBC”). What happened In December 2021 HSBC sent Mr A a letter notifying him of returned post and indicated that it would freeze the account he held for security reasons. Mr A called HSBC sever... (2 pages)View decision -
Decision Reference DRN-3907723
18 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3907723 The complaint Mr J is unhappy that Nationwide Building Society refused his instruction to transfer money to his girlfriend’s bank account overseas and the service he received from Nationwide surrounding that request. What happened Mr J instructed Nationwide to send £400 to an o... (3 pages)View decision -
Decision Reference DRN-3901923
18 Jan 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3901923 The complaint Mr F complained about Haven Insurance Company Limited. He isn’t happy about the amount it offered in settlement following a claim under his motor insurance policy after his vehicle was stolen. What happened Mr F’s vehicle was written off after a claim under his co... (2 pages)View decision -
Decision Reference DRN-3541291
18 Jan 2023 Circle UK Trading Limited UpheldBanking and PaymentsDRN-3541291 The complaint Miss H complains that Circle UK Trading Limited (Circle) refused to refund money it held for her in an online account and then tried to charge her a fee for this money as the account was considered dormant. What happened Miss H was gifted som... (3 pages)View decision -
Decision Reference DRN-3905340
18 Jan 2023 The Co-operative Bank Plc UpheldMortgagesDRN-3905340 The complaint Mr and Mrs R told us The Co-operative Bank Plc trading as Platform wrongly said they’d missed a mortgage payment in early May 2022. This mistake wasn’t rectified by all credit reference agencies (“CRAs”) until late June, and they say it affected their new mortgage... (6 pages)View decision -
Decision Reference DRN-3905295
18 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3905295 The complaint Mrs H complains that HSBC UK Bank Plc passed her data to a third-party debt collector unlawfully, without her consent. She also complains that HSBC did not handle her complaint correctly. What happened Mrs H had a credit card with HSBC. In 2014, HSBC said the acco... (7 pages)View decision -
Decision Reference DRN-3884627
18 Jan 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3884627 The complaint Mr S complains that a payment he made to his account with American Express Services Europe Limited (“Amex”) in January 2022 wasn’t posted to the account until April 2022. What happened Mr S holds a credit card account with Amex. He made a payment to the account in... (3 pages)View decision -
Decision Reference DRN-3907767
18 Jan 2023 Joslin Rhodes Lifestyle Financial Planning Limited UpheldPensions and AnnuitiesDRN-3907767 The complaint Mr H complains Joslin Rhodes Lifestyle Financial Planning Limited (‘JR’) gave him unsuitable advice about transferring the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension, causing him a financi... (15 pages)View decision