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 4790 results
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Decision Reference DRN4381407
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (6 pages)View decision -
Decision Reference DRN1640367
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (7 pages)View decision -
Decision Reference DRN-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision -
Decision Reference DRN1501785
11 Jan 2019 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr P is unhappy that Western Provident Association Limited did not tell him directly about its decision to exclude certain medical conditions from his policy.backgroundMr P’s wife works for an organisation that offers a group scheme medical insurance. In January last... (3 pages)View decision -
Decision Reference DRN4353692
30 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr T complains that he was mis-sold a payment protection insurance (“PPI”) policy when he took out a credit card with The Royal Bank of Scotland Plc (“RBS”).backgroundI set out the full background to this case in my provisional decision which I’ve attached here. It forms... (3 pages)View decision -
Decision Reference DRN-4055264
30 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4055264 The complaint Mr B complains about AA Underwriting Insurance Company Limited (AAIC), and the valuation placed on his car after it was deemed a total loss. What happened Mr B held a motor insurance policy, underwritten by AAIC. Unfortunately, in July 2021, Mr B’s car was involve... (3 pages)View decision -
Decision Reference DRN9741911
21 Sep 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss H and Miss M complain about a car hired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (trading as Mercedes-Benz Finance).backgroundIn April 2015 Miss M signed a hire purchase agreement with Mercedes-Benz Finance. This was for ... (3 pages)View decision -
Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision -
Decision Reference DRN-1205872
13 Feb 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1205872The complaintMr R complains HSBC Bank UK Plc caused him to lose access to his mobile banking application. What happenedMr R has accounts with HSBC. He uses its mobile banking application. In September 2019 he found he couldn’t access it. He contacted HSBC to ask it fix the probl... (1 page)View decision -
Decision Reference DRN-3084157
29 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3084157 The complaint Mr T complains that Santander UK Plc did not help recover the money paid to a scam investment company. What happened Mr T was contacted by a company called UFX.com who sold him an investment opportunity. He had no previous trading experience but was interested in ... (6 pages)View decision