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 367296 results
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Decision Reference DRN-5210114
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210114 The complaint O – a limited company – complains about the way that HSBC UK Bank Plc handled an application for a commercial mortgage. What happened O applied for a commercial mortgage with HSBC. O complains about how HSBC handled that application: There were many issues wi... (5 pages)View decision -
Decision Reference DRN-5162712
13 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5162712 The complaint Ms W is unhappy with Legal and General Assurance Society Limited’s decision to cease paying her claim. What happened Ms W had income protection through her employer, provided by L&G. She began suffering with pain in her arm and elbow in 2015. Her symptoms p... (3 pages)View decision -
Decision Reference DRN-5135449
13 Dec 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5135449 The complaint Mr M complains that Legal and General Assurance Society Limited (L&G) will unfairly apply a Young Spouse Reduction (YSR) to the pension his widow will receive if he dies before her. He says there was no YSR in the original policy he took out with L&G. A... (7 pages)View decision -
Decision Reference DRN-5210568
13 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5210568 The complaint Mr RW – the son of the late Mr W, complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr W transfer... (44 pages)View decision -
Decision Reference DRN-5123059
13 Dec 2024 HDI Global Specialty SE Not upheldInsuranceDRN-5123059 The complaint Mrs H complains that HDI Global Specialty SE (“HDI”) unfairly declined a claim for damage to a garden wall caused by a storm, under her home buildings insurance policy. What happened In January 2024 Mrs H’s boundary wall in her front garden partially collapsed ... (3 pages)View decision -
Decision Reference DRN-5172807
13 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5172807 The complaint Mr and Mrs T are unhappy with Santander UK Plc. Mr and Mrs T had a payment to his credit card blocked from his Santander bank account while they were abroad. For the purposes of this complaint, I’ll refer to Mr T for ease because he’s dealt with the complaint ... (2 pages)View decision -
Decision Reference DRN-5093904
13 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5093904 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (hereafter Halifax) hasn’t reimbursed transactions which he says he didn’t make or authorise. What happened Mr A held an account with Halifax which held a balance of around £15,000 as of September 2008... (4 pages)View decision -
Decision Reference DRN-5155924
13 Dec 2024 Amtrust Europe Limited UpheldInsuranceDRN-5155924 The complaint Mr P has complained that Amtrust Europe Limited unfairly declined part of a claim under his let property insurance policy for storm damage. What happened In January 2024 Mr P made a claim to Amtrust in respect of a property he lets out after there was damage t... (3 pages)View decision -
Decision Reference DRN-5161624
13 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5161624 The complaint Mr and Mrs D have complained about what happened when they were trying to redeem their mortgage with Santander UK Plc. What happened Mr and Mrs D had an interest only mortgage with Santander and the mortgage term was due to end in August 2023. Mr and Mrs D firs... (2 pages)View decision -
Decision Reference DRN-5072951
13 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5072951 The complaint Mrs G complains that HSBC UK Bank Plc didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened In Summer 2021, Mrs G received a cold call about investing in what she recalls was “stocks, shares and cryptocurrency”.... (5 pages)View decision
