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-3237540
28 Sep 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3237540 The complaint Mr S complains about problems he experienced with Sainsbury’s Bank Plc (“Sainsbury’s”) when he tried to inform them of address changes and then close his savings account. What happened Mr S opened a Variable Cash ISA account (“ISA”) with Sainsbury’s in 2016. On 18... (3 pages)View decision -
Decision Reference DRN-3551526
28 Sep 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3551526 The complaint Mr G complains that HSBC UK Bank Plc unfairly closed and defaulted two loans. What happened Mr G had two loans with HSBC and successfully applied for payment holidays during the summer of 2020. HSBC wrote to Mr G before the end of the payment holidays. In August 2... (2 pages)View decision -
Decision Reference DRN-3722852
28 Sep 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3722852 The complaint Mr H complains Advanced Payment Solutions Limited trading as Cashplus (“APS”) hasn’t assisted him in a dispute over a payment made for scuba diving lessons. What happened The complaint has its roots in a purchase of 5 scuba diving lessons for Mr H’s partner’s two ... (4 pages)View decision -
Decision Reference DRN-3482665
28 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3482665 The complaint Mrs A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £2,750 which she lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, bo... (6 pages)View decision -
Decision Reference DRN-3644169
28 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3644169 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd has unfairly declined a claim on her pet insurance policy. What happened Mrs M bought a puppy and took out a pet insurance policy in November 2021. During a visit that month the vet carried... (4 pages)View decision -
Decision Reference DRN-3717914
28 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3717914 The complaint Mr H complains that Oodle Financial Services Limited (“Oodle”) misled him to believe that he wouldn’t be required to repay his outstanding borrowing with it. My references to Oodle include any agents it appointed to act on its behalf. What happened Mr H financed t... (3 pages)View decision -
Decision Reference DRN-3711736
28 Sep 2022 West Bay Insurance Plc UpheldInsuranceDRN-3711736 The complaint Mr B complains that West Bay Insurance Plc (West Bay) accepted liability and paid a claim to a third party, after he specifically told West Bay that no incident had occurred. Mr B says this has had an impact on his renewal premiums ... (3 pages)View decision -
Decision Reference DRN-3696291
28 Sep 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3696291 The complaint Mr P complains that St James's Place UK plc (SJP) issued an incorrect valuation statement of his pension. He further complains that despite his best efforts and numerous attempts to query the error, it took 128 days for SJP to correct its error. He asks to be... (4 pages)View decision -
Decision Reference DRN-3723747
28 Sep 2022 The IPS Partnership plc UpheldPensions and AnnuitiesDRN-3723747 The complaint Mr S complains about delays caused to the transfer of his investments held within his Self Invested Personal Pension (SIPP) which he says IPS Partnership plc trading as James Hay Partnership (JH) is partly to blame for. Mr S is being represented. All references to... (5 pages)View decision -
Decision Reference DRN-3698667
28 Sep 2022 MPA Financial Management Limited UpheldPensions and AnnuitiesDRN-3698667 The complaint Ms H complains about advice given by MPA Financial Management Limited (“MPA) which led to withdrawals from her personal pension. This triggered the Money Purchase Annual Allowance (MPAA). The impact of this has resulted in a limitation of future annual pension con... (7 pages)View decision
