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 120614 results
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Decision Reference DRN-4819448
4 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4819448 The complaint Mr J and the estate of Miss B complain about the way AWP P&C SA handled a medical assistance claim made on a travel insurance policy. Mr J and Miss B’s estate are represented by Mr A. All references to AWP include the actions of its medical assistance company.... (5 pages)View decision -
Decision Reference DRN-4833023
4 Jun 2024 Equifax Limited UpheldConsumer CreditDRN-4833023 The complaint Mr W complains that Equifax Limited incorrectly reported a financial associate on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In March 2023 Mr W contacted Equifax after... (3 pages)View decision -
Decision Reference DRN-4832035
4 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4832035 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early to mid-2013, Mr H was ... (42 pages)View decision -
Decision Reference DRN-4832043
4 Jun 2024 ONMO Limited UpheldBanking and PaymentsDRN-4832043 The complaint Mr J complains that ONMO Limited (“Onmo”) failed to properly administer his refund for transactions he didn’t recognise, apply other refunds and didn’t provide an adequate level of customer service. What happened Mr J operated an Onmo credit account and noticed a ... (7 pages)View decision -
Decision Reference DRN-4830148
4 Jun 2024 ReAssure Life Limited UpheldInsuranceDRN-4830148 The complaint Mr W complains about mistakes made by ReAssure Life Limited which meant that his Whole of Life policy became non-qualifying. What happened One of our Investigators looked into the complaint and thought the offer made by ReAssure was a fair way of putting things ri... (2 pages)View decision -
Decision Reference DRN-4832200
4 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4832200 The complaint Mr N complains that TSB Bank plc made errors with the international payment he sent. What happened Mr N says that on 17 July 2023 he visited a branch of TSB, and he requested an international payment for £41,768.19 to pay for a tuition fee for a family member. Upo... (6 pages)View decision -
Decision Reference DRN-4832568
4 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4832568 The complaint Mr T complains because National Westminster Bank Plc refused to refund gambling transactions which he says he didn’t authorise. What happened In September 2018 Mr T contacted NatWest to query multiple gambling transactions on his account which he says he didn’t au... (3 pages)View decision -
Decision Reference DRN-4807803
4 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4807803 The complaint Ms A complains that HSBC Bank Plc blocked her account and then delayed the return of funds to it after the block was lifted. What happened In May 2023 Ms A received a payment of £3,000 to one of her accounts with HSBC. She transferred £2,000 of that payment to her... (3 pages)View decision -
Decision Reference DRN-4818228
4 Jun 2024 Northern Bank Limited UpheldMortgagesDRN-4818228 The complaint Mr A’s complaint is about his mortgage account with Northern Bank Limited trading as Danske Bank. Mr A says that when he was given a quote for a product switch onto a new five-year fixed interest rate product in September 2023 he was quoted a monthly repayment fig... (6 pages)View decision -
Decision Reference DRN-4607775
4 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4607775 The complaint Mrs R complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. What happened In October 2022, Mrs R was supplied with a new car through a hire purchase agreement with ... (4 pages)View decision
