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 366873 results
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Decision Reference DRN-5090544
6 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5090544 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money placed a restriction on his card whilst he was traveling abroad. He’s unhappy that he found it difficult to contact Virgin Money when trying to resolve the issue. What happened Mr H holds a Virgin ... (3 pages)View decision -
Decision Reference DRN-5050736
6 Nov 2024 Mortgages Plc Not upheldMortgagesDRN-5050736 The complaint Mr W complains that Mortgages Plc (“MP”) won’t put the mortgage for his home back onto repayment, without information on his personal income and expenditure. He said he changed it some years ago to interest only, but that was only supposed to be temporary. What... (2 pages)View decision -
Decision Reference DRN-5064609
6 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5064609 The complaint Mr B complains that two of his credit card payments were declined by Bank of Scotland plc, trading as Halifax, and that it hasn’t explained how he can ensure that his payments aren’t declined in the future. What happened Mr B tried to make two payments in March... (2 pages)View decision -
Decision Reference DRN-5097529
6 Nov 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5097529 The complaint Mr P is unhappy Hastings Insurance Services Limited trading as Hastings Direct (Hastings) didn’t renew his motor insurance policy. What happened In December 2023 Hastings sent Mr P his car insurance renewal invite. It explained Mr P’s policy would automaticall... (3 pages)View decision -
Decision Reference DRN-4819101
6 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4819101 The complaint Mr O complains American Express Services Europe Limited (AESEL) treated him unfairly when it closed his card account and loaded a marker at Cifas, the fraud prevention database. He’s also unhappy with how it handled his complaint. What happened A summary of wha... (2 pages)View decision -
Decision Reference DRN-5128257
6 Nov 2024 Pensions and Annuities Ltd UpheldPensions and AnnuitiesDRN-5128257 The complaint Mr B complained that he was given unsuitable advice to transfer a defined benefit (DB) pension scheme, to a self-invested personal pension (SIPP), in 2016. Pensions and Annuities Ltd is responsible for answering this complaint and so to keep things consistent, ... (12 pages)View decision -
Decision Reference DRN-5128008
6 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5128008 The complaint Mr S complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (39 pages)View decision -
Decision Reference DRN-5065209
6 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5065209 The complaint Mr and Mrs C have complained that HSBC UK Bank Plc (“HSBC”) failed to protect them from falling victim to an impersonation scam. What happened The background of this complaint is already known to all parties, so I won’t repeat all of it here. But I’ll summaris... (4 pages)View decision -
Decision Reference DRN-5103478
6 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5103478 The complaint Mr F complains that Santander UK Plc didn’t do enough to protect him when he fell victim to an investment recovery scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options investments. He understood this merchant w... (4 pages)View decision -
Decision Reference DRN-5071459
6 Nov 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5071459 The complaint Mr W complains that Scottish Widows Limited (SWL) provided him with poor service when he tried to claim his pension benefits. He says he wasn’t informed there was a two-stage process for accessing an annuity. He says that despite contacting SWL before his 75th ... (8 pages)View decision
