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-3896740
16 Jan 2023 abrdn Client Management Limited UpheldPensions and AnnuitiesDRN-3896740 The complaint Mr W has complained that abrdn Client Management Limited, formerly known as Standard Life Aberdeen Plc, didn’t provide him with financial advice in the period from May 2015 to November 2018, during which time there was poor performance of the fund in which he was ... (14 pages)View decision -
Decision Reference DRN-3899873
16 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3899873 The complaint Ms N complains that her buy to let (“BTL”) mortgage application received a positive decision in principle from Barclays Bank UK PLC, so she went ahead with an application through her broker, and paid fees. But she said her income was always too low for Barclays to... (6 pages)View decision -
Decision Reference DRN-3888540
16 Jan 2023 Apex Insurance Brokers Limited UpheldInsuranceDRN-3888540 The complaint B, a sole trader, represented by Mr M, complains that Apex Insurance Brokers Limited (“Apex”) has mis-sold it a professional indemnity (“PI”) policy. As Mr M has led this complaint, any reference to him includes B. What happened The background of this complaint is... (4 pages)View decision -
Decision Reference DRN-3901896
16 Jan 2023 Zopa Bank Limited UpheldBanking and PaymentsDRN-3901896 The complaint Mrs L complains that Zopa Bank Limited irresponsibly allowed her to open a credit card account which was unaffordable. What happened Mrs L says she opened the Zopa credit card account in 2022 and says it was unaffordable. She says Zopa has agreed the account was u... (2 pages)View decision -
Decision Reference DRN-3717604
16 Jan 2023 BUPA Insurance Limited UpheldInsuranceDRN-3717604 The complaint Mr S complains that BUPA Insurance Limited (BUPA) has unfairly refused to meet a claim he’s made on his insurance policy. What happened Mr S holds private medical insurance with BUPA. He had a stroke in 2022 and was hospitalised. He was told that a hole in his hea... (3 pages)View decision -
Decision Reference DRN-3851027
16 Jan 2023 HL Partnership Limited UpheldMortgagesDRN-3851027 The complaint Miss P applied to remortgage through a brokerage, HL Partnership Limited (“HL”). But no mortgage application was ever made for her. She complains that what HL offered won’t cover the costs she’s incurred because of this, or compensate for the impact on her. What h... (6 pages)View decision -
Decision Reference DRN-3900080
16 Jan 2023 Lloyds Bank PLC UpheldMortgagesDRN-3900080 The complaint Mr A and Miss W said when they applied for a mortgage with Lloyds Bank PLC, it mistakenly conducted a very large number of hard credit searches. They complain about how this impacted their mortgage applications, and want Lloyds to cover the resulting extra costs. ... (4 pages)View decision -
Decision Reference DRN-3901300
16 Jan 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3901300 The complaint Mr M complains that TSB Bank plc did not stop text alerts when he asked them to, and they have provided him with poor customer service. What happened Mr M has a bank account with TSB which was set up to receive text alerts. Mr M contacted TSB to ask them to stop t... (3 pages)View decision -
Decision Reference DRN-3795234
16 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795234 The complaint Mr B has complained that HSBC UK Bank Plc (“HSBC”) mis-sold him and his late partner a fee-paying Advance account in 2011. Mr B says that it was mis-sold as he subsequently found out that he could not use the benefits of the account. What happened I issue a provis... (3 pages)View decision -
Decision Reference DRN-2986009
16 Jan 2023 Financial Solutions Wales Ltd UpheldPensions and AnnuitiesDRN-2986009 The complaint Mr M complains about the advice given by Financial Solutions Wales Ltd (FSW) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension (‘PP’). He says the advice was unsuitable for him and believes this has caused a... (10 pages)View decision