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 365917 results
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Decision Reference DRN-5144241
15 Nov 2024 Vintage Wealth Management Limited UpheldInvestmentsDRN-5144241 The complaint Mr and Mrs B complain, in essence, that Vintage Wealth Management Limited (“Vintage”) was at fault in what it said or didn’t say about how long their investments might be in cash, out of the market, during investment changes recommended by Vintage. Background I... (9 pages)View decision -
Decision Reference DRN-5046195
15 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5046195 The complaint Mr V and Mr V complain that Starling Bank Limited did not refund a series of payments they say they lost to a scam. What happened As Mr V was the individual actively involved in the communication and who primarily raised the complaint, I will mostly refer to hi... (4 pages)View decision -
Decision Reference DRN-5105859
15 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5105859 The complaint Mrs S and Miss S complain Admiral Insurance (Gibraltar) Limited (Admiral) provided incorrect advice when they made changes to their motor insurance policy. What happened Mrs S held multicover car insurance through Admiral. In July 2023 Mrs S contacted Admiral ... (2 pages)View decision -
Decision Reference DRN-5148118
15 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5148118 The complaint Ms B complains that HSBC UK Bank Plc won’t refund money she lost when she fell victim to an investment scam. Ms B is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and ha... (4 pages)View decision -
Decision Reference DRN-4991510
15 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4991510 The complaint Mrs & Mr I complain that Admiral Insurance (Gibraltar) (“Admiral”) declined a claim under their home insurance policy for damage to their roof. When I mention Admiral, I also mean its contractors and suppliers. What happened Mrs & Mr I had a home insura... (4 pages)View decision -
Decision Reference DRN-5049096
15 Nov 2024 Lloyds Bank PLC Not upheldInvestmentsDRN-5049096 The complaint The estate of Mrs O complain that she was mis-sold a personal equity plan (PEP, now referred to as an ISA) by Lloyds Bank PLC (Lloyds). The estate is being represented with this complaint by a claims management company (CMC). What happened Following advice from... (2 pages)View decision -
Decision Reference DRN-4943154
15 Nov 2024 Hastings Financial Services Limited Not upheldConsumer CreditDRN-4943154 The complaint Mr S complains that Hastings Financial Services Limited trading as Hastings Direct (“Hastings Direct”) lent to him irresponsibly. What happened In March 2024, Mr S applied for a loan with Hastings Direct. The loan was for £10,000 over 60 months, with a monthly... (4 pages)View decision -
Decision Reference DRN-5148943
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5148943 The complaint Ms C complains about the service she received from Lloyds Bank PLC (“Lloyds”) when transferring her ISA over from another provider. What happened Ms C opened a fixed rate cash ISA with Lloyds on 25 April 2024. Ms C says she spent over an hour at a branch of Ll... (3 pages)View decision -
Decision Reference DRN-5047152
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5047152 The complaint Ms D is unhappy with the service she received from Phoenix Life Limited (Phoenix Life) when trying to access benefits from her pension. What happened Ms D had a personal pension scheme (PPS) with Phoenix Life. The original application form shows that Ms D sele... (7 pages)View decision -
Decision Reference DRN-5056328
15 Nov 2024 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-5056328 The complaint Miss E complains that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. has declined a claim under her mobile phone insurance policy. Where I refer to Telefonica, this includes the actions of its agents and claims handlers for which it takes responsi... (3 pages)View decision
