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 366874 results
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Decision Reference DRN-4638076
8 Nov 2024 abrdn Financial Planning And Advice Limited UpheldInvestmentsDRN-4638076 The complaint Mr I complains that abrdn Financial Planning and Advice Limited (“abrdn”) failed to switch his portfolio from abrdn Client Portfolio 2 (“portfolio 2”) to abrdn Client Portfolio 3 (“portfolio 3”) despite undertaking to do so, following his April 2022 review. As ... (7 pages)View decision -
Decision Reference DRN-4984051
8 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4984051 The complaint Mr P complains HSBC UK Bank Plc (“HSBC”) closed his business’ Client Deposit Account (DCA) as it no longer met its renewed eligibility criteria. Mr P says in doing so, HSBC is discriminating against his industry. Mr P also complains that: He was wrongly told ... (6 pages)View decision -
Decision Reference DRN-5022479
8 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5022479 The complaint Mr S complains that Admiral Insurance Company Limited salvaged his van after it agreed to first obtain an independent assessment (IA) report on whether the van could be repaired. Mr S wanted to buy the van back to carry out repairs if it was economical and safe... (2 pages)View decision -
Decision Reference DRN-4711435
8 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4711435 The complaint Mr G complains that Lloyds Bank PLC hasn’t refunded him after he reported falling victim to an investment scam. What happened In 2017 Mr G was contacted by a company – I’ll refer to it as E – offering an investment opportunity in precious metals. Mr G was inter... (4 pages)View decision -
Decision Reference DRN-4711432
8 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4711432 The complaint Mr G complains that The Royal Bank of Scotland Plc (RBS) hasn’t refunded him after he reported falling victim to an investment scam. What happened In 2017 Mr G was contacted by a company – I’ll refer to it as E – offering an investment opportunity in precious m... (3 pages)View decision -
Decision Reference DRN-5041912
8 Nov 2024 BISL Limited Not upheldInsuranceDRN-5041912 The complaint Mr H complains about the service he received from BISL Limited (BISL) when he tried to buy a motor insurance policy. What happened Mr H held car insurance that was arranged and administered through BISL. On 14 February 2024, Mr H contacted BISL to change the c... (2 pages)View decision -
Decision Reference DRN-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision -
Decision Reference DRN-5127945
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5127945 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened Mr E was contacted by a... (4 pages)View decision -
Decision Reference DRN-5100370
8 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5100370 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim and the value it paid him for his vehicle following a claim under his motor insurance policy. What happened Mr B had a motor insurance policy with Admiral covering his ca... (4 pages)View decision -
Decision Reference DRN-5110062
8 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5110062 The complaint Mr G complains HSBC UK Bank Plc (“HSBC”) restricted and later closed his account without notice nor explanation. Mr G says HSBC’s actions caused him financial hardship, exacerbated his acute health conditions, distress, and inconvenience. What happened The deta... (3 pages)View decision
