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 121115 results
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Decision Reference DRN-3347974
28 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3347974 The complaint Mr Z, on behalf of Company G (a limited company, of which he is the sole director), is unhappy HSBC UK Bank Plc (“HSBC”) did not reimburse Company G after he transferred money to a fraudster as part of a scam. For simplicity, although this is a complaint by Compan... (10 pages)View decision -
Decision Reference DRN-3211113
28 Mar 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3211113 The complaint Mr M has complained that Omni Capital Retail Finance Limited rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought solar panels for his home in 2017. The purchase was funded by a loan from Omni, and that business... (3 pages)View decision -
Decision Reference DRN-3201433
28 Mar 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3201433 The complaint Mr B and Ms G are unhappy that Union Reiseversicherung AG declined a claim they made on their travel insurance policy. What happened Mr B and Ms G booked a holiday abroad for April 2020. Due to the global impact of the Covid-19 pandemic they’ve said they rearrange... (3 pages)View decision -
Decision Reference DRN-3178762
28 Mar 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3178762 The complaint Mr and Mrs C are unhappy that Union Reiseversicherung AG declined a claim they made on their travel insurance policy. What happened Towards the end of November 2019, Mr and Mrs C booked a week’s holiday abroad, starting 15 August 2020. They had the benefit of a st... (3 pages)View decision -
Decision Reference DRN-3400031
28 Mar 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3400031 The complaint Mr and Mrs C complain about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled and settled their claim for subsidence on their home insurance policy. What happened This claim has been ongoing for a number of years. And during that time many differe... (14 pages)View decision -
Decision Reference DRN-3393423
28 Mar 2022 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-3393423 The complaint Mrs F complains that errors made by A J Bell Management Limited (“AJB”) meant that the transfer of some pension savings from another provider to AJB was delayed. What happened I issued a provisional decision on this complaint in February 2022. In that decision I e... (4 pages)View decision -
Decision Reference DRN-3400847
28 Mar 2022 Bank of Scotland Plc UpheldInsuranceDRN-3400847 The complaint Mr and Mrs L complain that Bank of Scotland plc, trading as Halifax payment protection insurance (‘PPI’) to them alongside a mortgage in 1999. What happened Our adjudicator didn’t think the complaint should be upheld. Mr and Mrs L disagreed with that view and so t... (3 pages)View decision -
Decision Reference DRN-3335433
28 Mar 2022 The Mortgage Works (UK) Plc UpheldMortgagesDRN-3335433 The complaint Mrs H complains The Mortgage Works (UK) plc (TMW) refused to agree the transfer of equity on her buy to let property mortgage, resulting in her incurring unnecessary charges. What happened Mrs H says she approached TMW to inform them that she and her husband had s... (3 pages)View decision -
Decision Reference DRN-3289382
28 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3289382 Complaint Mr S has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. He says he was struggling to repay the debts he already had. Background L2G provided Mr S with a loan of £1,150.00 in July 2021. This loan had an APR of 253.7% and a 24-month t... (4 pages)View decision -
Decision Reference DRN-3034741
28 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3034741 The complaint Mr G complains that NewDay Ltd (“NewDay”) has refused to refund transactions (made using his NewDay (Aqua) Mastercard credit card) to a fraudulent investments trading company (CFD Corporate). What happened The circumstances of this complaint are well known to both... (6 pages)View decision
