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 4777 results
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Decision Reference DRN-3606516
21 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3606516 The complaint Mr C complains about the unsuccessful transfer and delay of his assets from ITI Capital Limited (referred to as “ITI” or the “Transferor”) to a new provider of his choosing, referred to as “the transferee”. What happened Mr C initially held an account with a diffe... (5 pages)View decision -
Decision Reference DRN-5231486
24 Dec 2024 247 Money Group Limited UpheldConsumer CreditDRN-5231486 The complaint Mrs D complains about a car she acquired using a hire purchase agreement with 247 Money Group Limited trading as 247 Money (“247 Money”). She says the car wasn’t of satisfactory quality and that the registered keeper’s name wasn’t changed. What happened In Feb... (4 pages)View decision -
Decision Reference DRN-3745178
5 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3745178 The complaint Mr J complains that Scottish Equitable Plc trading as Aegon didn’t do enough due diligence when processing his transfer from his existing pensions to the Incartus Investment Pension Scheme in 2015. Incartus invested in a series of loans which were subsequently ... (4 pages)View decision -
Decision Reference DRN-4836324
3 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4836324 The complaint Mr S’s complaint is, in essence, that Lloyds Bank PLC (‘Lloyds’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Although the purchase in question here was bought by Mr and Mrs S, the payment was made on a credit ... (5 pages)View decision -
Decision Reference DRN6112380
20 Feb 2018 Barclays Bank Plc UpheldBanking and creditMr S is unhappy with the customer service he’s received from Barclays Bank Plc after a fraudulent account was set up in his name. background Earlier this month I issued my provisional conclusions setting out this complaint and why I thought it would be fair for Barcla... (5 pages)View decision -
Decision Reference DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN-3994618
6 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3994618 The complaint Mrs P complains about the way AXA Insurance UK Plc (AXA) has dealt with her claim following a road traffic accident. What happened In December 2021 Mrs P made a claim on her motor insurance policy following a no-fault traffic accident. Mrs P received a letter from... (4 pages)View decision -
Decision Reference DRN-3453165
29 Apr 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3453165 The complaint Mr S complains that Atlanta 1 Insurance Services Limited (trading as Autonet) mishandled his van insurance policy. Where I refer to Autonet, I include employees and others insofar as I hold Autonet responsible for their acts or omissions. What happened On 2 June 2... (5 pages)View decision -
Decision Reference DRN0673595
20 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr W has complained that National Westminster Bank Plc (“NatWest”) mis-sold several packaged bank accounts to him under one account number – an Advantage Gold in 1998, an Advantage Gold in 2010 and a Select Platinum in 2013. He paid a monthly fee for the Advantage Gol... (5 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision