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 DRN-4237886
20 Jul 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237886 The complaint Mr B and Ms M are unhappy that Inter Partner Assistance SA declined a claim on their travel insurance policy and with the service they received. What happened The background to this complaint is set out in my provisional decision which I issued in June 2023. It sa... (9 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-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision -
Decision Reference DRN6622530
19 Aug 2013 RCI Financial Services Limited Not upheldBanking and creditMr S complains that RCI Financial Services Limited (“RCI”) did not allow him to voluntarily terminate a hire purchase agreement. backgroundMr S bought a car in September 2005, financed by a hire purchase agreement with RCI Financial Services (then trading as Nissan Finance (GB) Limited)... (2 pages)View decision -
Decision Reference DRN4877471
15 May 2019 Metro Bank PLC UpheldBanking and creditMr J, sole director of a limited company ‘E’, complains that an international payment made from E’s account with Metro Bank PLC did not reach its intended recipient. And the bank failed to explain why.backgroundI sent my provisional decision to both parties on 24 April... (5 pages)View decision -
Decision Reference DRN8806252
16 Mar 2021 Barclays Bank UK PLC UpheldInvestment and pensionsMr H took out a SIPP in 2016, in which the underlying investments were managed by Barclays Bank UK PLC. In 2017 Barclays said it could no longer provide a discretionary investment management service to Mr H because he was resident in Australia. Because of this Mr H transferred his investme... (9 pages)View decision -
Decision Reference DRN6364326
22 Apr 2013 HSBC Bank plc Not upheldBanking and creditMr J and Mrs K complain that they had to pay unexpected legal fees of £252 relating to completion of their mortgage with HSBC. They want these fees refunded.backgroundIn February 2012 Mr J and Mrs K applied for a mortgage with HSBC. A key facts document was issued to them, which said ... (2 pages)View decision -
Decision Reference DRN0654896
5 Jun 2013 M J Howarth & Mrs C Howarth UpheldInsurance (excluding PPI)Mr N has complained that Accent Insurance Consultants General Insurance mis-sold him an insurance policy as that insurer did not cover grey import vehicles. backgroundMr N attended the offices of Accent on 26 January 2010 to obtain a quote for his vehicle. Accent provided a quote for co... (2 pages)View decision -
Decision Reference DRN0603388
29 Aug 2013 MBNA Limited Not upheldBanking and creditMr D complains that MNBA Limited sold the debt on his credit card and did not comply with the Lending Code. backgroundMr D began to suffer financial difficulties when his wife’s mental health problems deteriorated and she was unable to work as many days a week as had been expected. He c... (2 pages)View decision -
Decision Reference DRN4675217
21 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland Plc did not explain to him that agreeing a long term repayment plan would result in his account being defaulted, causing an adverse credit rating. He wants the adverse credit marker applied to be removed.background Mr T was in financial d... (1 page)View decision