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 4385 results
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Decision Reference DRN-4429278
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4429278 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie contribution of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, e... (5 pages)View decision -
Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN7765009
16 Jun 2017 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr F’s complaint is about the handling of the cancellation of his motor insurance policy by Be Wiser Insurance Services Ltd.backgroundI issued a provisional decision on this matter in May 2017, part of which is copied below:“Mr F bought his policy in May 2016.In J... (5 pages)View decision -
Decision Reference DRN-4235186
30 Aug 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4235186 The complaint Mr S complaints that Lloyds Bank PLC (“Lloyds”) won’t refund him for money he’s lost to an investment which he believes was a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (2 pages)View decision -
Decision Reference DRN-3359072
8 Mar 2022 Allianz Insurance Plc Not upheldInsuranceDRN-3359072 The complaint Mr U complains Allianz Insurance Plc settled his motor insurance claim unfairly. What happened In September 2020 Mr U’s recovery truck was damaged in a collision with another vehicle. He claimed on his Allianz motor trade insurance policy. The vehicle was deemed a... (3 pages)View decision -
Decision Reference DRN4386041
22 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold an Advantage Gold packaged bank account. The account offered a number of benefits. backgroundMrs A held a Graduate account with NatWest, before it was upgraded to an Advantage Gold in 2012. At the... (2 pages)View decision -
Decision Reference DRN0786366
17 Jan 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr L complains about how Society of Lloyd’s dealt with his claim on his motor insurance policy for the theft of his car. He wants compensation for the loss he suffered after the car was sold by the police. backgroundMr L’s car was stolen and recovered by the polic... (2 pages)View decision -
Decision Reference DRN4047845
5 May 2015 Bank of Scotland Plc UpheldBanking and creditMr and Mrs K are unhappy because, due to a problem with Bank of Scotland plc’s (trading as Halifax) systems, they’re unable to make use of the bank’s cashback scheme.backgroundMr and Mrs K have a joint current account with Halifax and the bank offers customers li... (2 pages)View decision -
Decision Reference DRN5082199
10 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage that, until recently, Mr and Mrs Y held with Bank of Scotland plc trading as Birmingham Midshires (“BM”). The debt was in two parts; the original main mortgage of around £225,000 plus fees and interest from 2012, and a further advance of around £75,000... (2 pages)View decision -
Decision Reference DRN4096661
26 Nov 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr A says he was mis-sold a payment protection insurance (“PPI”) policy by Lloyds Bank PLC (“Lloyds”). He says the policy was added without his agreement.backgroundMr A successfully applied for a credit card with Lloyds in March 1998. PPI was added from the start. The insurance prote... (2 pages)View decision
