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 4282 results
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Decision Reference DRN-3682120
8 Nov 2022 Masthaven Bank Limited Not upheldMortgagesDRN-3682120 The complaint Mr and Mrs M complain about errors and delays by Masthaven Bank Limited with their bridge loan. They ask that it refunds loan costs incurred due to the delays and pays compensation for their time and trouble. What happened Mr and Mrs M agreed to buy a property at ... (3 pages)View decision -
Decision Reference DRN-4198203
9 Aug 2023 RCI Financial Services Limited Not upheldConsumer CreditDRN-4198203 The complaint Mr S complained to RCI Financial Services Limited when a car he acquired under a hire purchase agreement wasn’t as expected. What happened RCI agreed credit for Mr S in April 2016 via a third party dealership in order to acquire a car. The cash price of the car wa... (3 pages)View decision -
Decision Reference DRN1506147
22 Sep 2015 Simplyhealth Access UpheldInsurance (excluding PPI)Mrs W complains about Simplyhealth Access’ decision to withdraw its Private Patients Scheme (PPS) - a private medical insurance scheme of which she was a member. backgroundI issued a provisional decision on 21 August 2015, a copy of which is attached and forms part o... (5 pages)View decision -
Decision Reference DRN0719856
30 Mar 2015 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr A has complained about QBE Insurance (Europe) Limited’s decision to decline a claim and void his policy as it was not satisfied that he was a motor trader and entitled to a commercial policy.backgroundMr A was involved in a road traffic accident (RTA) on 5 Septem... (2 pages)View decision -
Decision Reference DRN-3213282
23 Dec 2021 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3213282 The complaint Mr C complains that Scottish Widows Limited failed to carry out sufficient checks when transferring his pension to an occupational pension scheme (“Scheme A”) that was subsequently suspected of being involved in pension liberation. What happened Scottish Widows sa... (7 pages)View decision -
Decision Reference DRN-4982192
23 Aug 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4982192 The complaint Mr C has complained about a transfer of his Phoenix Life Limited self-invested personal pension (SIPP) funds to a small self-administered scheme (SSAS ) in May 2013. Mr C’s SSAS funds were subsequently depleted and held no value. HMRC took action to close the S... (12 pages)View decision -
Decision Reference DRN-4891874
8 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4891874 The complaint Mr C says that HSBC UK Bank Plc lost some of the cash he deposited. What happened On 4 July 2023, Mr C used two cash deposit machines at an HSBC branch. He says he walked in with £18,000 from the sale of one or more vehicles. Mr C was warned by the branch staff th... (4 pages)View decision -
Decision Reference DRN6053556
9 Dec 2014 Sabre Insurance Company Limited UpheldInsurance (excluding PPI)Mr G complains about the way Sabre Insurance Company Limited has handled a claim made against him by a third party and that it cancelled his motor insurance policy.backgroundSabre received a letter from a t h ir d p arty alleging that Mr G had been involved in an accident with it... (4 pages)View decision -
Decision Reference DRN1454336
16 Jan 2015 RCI Financial Services Limited UpheldBanking and creditMs A complains about a new electric car she acquired through a hire purchase agreement with RCI Financial Services Limited. She says she was told that the car would achieve 130 miles on a full charge but she soon realised this was not possible. She says she only received around 70 mi... (4 pages)View decision -
Decision Reference DRN7668700
24 Mar 2020 TRANSUNION INTERNATIONAL UK LIMITED UpheldBanking and creditMr K complains that TransUnion International UK Limited merged his credit record with one belonging to someone else..backgroundMr K said his problems first started in June 2018 when he began to receive correspondence about debts he didn’t know anything about. Then in January 2019 he receiv... (2 pages)View decision
