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 4196 results
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Decision Reference DRN5046609
29 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaintMr and Mrs P have complained that after setting up their Family SunTrust, Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) withdrew an important facility of the scheme - the non-proportionate allocation of investment growth facility.... (6 pages)View decision -
Decision Reference DRN4233347
9 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMs N complains that Barclays Bank UK PLC (“Barclays”) failed to tell her about the need to register her mobile phone handset for the mobile phone insurance policy included on her Tech pack. Ms N says that this has led to her having a claim declined and this is unfa... (3 pages)View decision -
Decision Reference DRN3088657
21 Mar 2014 HSBC Bank plc UpheldBanking and creditMr N complains that HSBC Bank plc should remove a default from his credit file and pay him compensation.background Around the time their marriage broke down, Mr N and his wife had an overdrawn joint account with HSBC. Mr N says that - without warning - HSBC registered a default which ... (3 pages)View decision -
Decision Reference DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision -
Decision Reference DRN-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (3 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision -
Decision Reference DRN-3082329
2 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3082329 The complaint Mr C complains about the way that HSBC UK Bank Plc dealt with a query about a payment showing on his account that he said had been cancelled. What happened Mr C bought an item using his bank card for £1,619 on 7 November 2020. He found out that the retailer cancel... (2 pages)View decision -
Decision Reference DRN2607514
9 May 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr E complains that when he renewed his breakdown repair insurance policy with Automobile Association Insurance Services Limited (AA) he wasn’t told of changes he could make to his cover which would have been of benefit to him.backgroundMr E first took out breakdow... (2 pages)View decision -
Decision Reference DRN1455219
20 Mar 2018 Well Dunn Limited Not upheldInsurance (excluding PPI)Mr H complains that Well Dunn Limited (WDL) unfairly cancelled his car insurance policy.backgroundWhen Mr H set up the policy through WDL, it asked him to send copies of documents including proof of his no claims discount (NCD) and V5 registration document. Mr H ... (2 pages)View decision -
Decision Reference DRN0733633
30 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr and Mrs R complain about problems and delays they experienced when trying to transfer funds to an account abroad. BackgroundMr and Mrs R’s pensions were paid into a Bank of Scotland account. Mr and Mrs R live abroad and have previously been able to instruct Bank of Scotland to ... (2 pages)View decision
