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 367300 results
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Decision Reference DRN-4785856
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4785856 The complaint Mr P complains that Nationwide Building Society (“Nationwide”) failed to properly account for his funds. What happened Mr P explained that between December 2022 and March 2023, he visited his branch of Nationwide on six different occasions where he exchanged £2... (4 pages)View decision -
Decision Reference DRN-5096631
22 Oct 2024 Jump Finance Ltd Not upheldConsumer CreditDRN-5096631 The complaint Mr B complains that Jump Finance Ltd trading as Creditplus failed to vet the dealership which sold him a faulty car, and mis-sold him a conditional sale agreement. What happened Mr B took out a conditional sale agreement to purchase a vehicle in 2022. The car d... (3 pages)View decision -
Decision Reference DRN-4875236
22 Oct 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4875236 The complaint Mr B complains about the customer service he received form HSBC UK Bank Plc during his application to port his mortgage to a new property. What happened Mr B began having discussions with HSBC about porting his mortgage in 2023. He was assigned a mortgage advis... (2 pages)View decision -
Decision Reference DRN-5093854
22 Oct 2024 Society of Lloyd's Not upheldInsuranceDRN-5093854 The complaint M’s complaint is about a claim she made on her malpractice/professional liability insurance policy which Society of Lloyd’s (‘Lloyd’s’) declined. All references to Lloyd’s include their claims handlers. M is helped by a representative in this complaint, but I s... (4 pages)View decision -
Decision Reference DRN-4965293
22 Oct 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4965293 The complaint Ms M complains that AXA PPP Healthcare Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the k... (4 pages)View decision -
Decision Reference DRN-4791020
22 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4791020 The complaint Mr M complains that TSB Bank Plc placed a default on his credit record after it closed his bank account. What happened In April 2023, Mr M opened an account with TSB. At the same time, he applied for an interest free arranged overdraft of £2,000. The applicatio... (3 pages)View decision -
Decision Reference DRN-5066356
22 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5066356 The complaint Mr C complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr C applied for a credit card with Vanquis in January 2020. In his application, Mr C said he was living with his parents with no housing cos... (2 pages)View decision -
Decision Reference DRN-4844217
22 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4844217 The complaint R complain that HSBC UK Bank Plc (“HSBC”) failed to refund transactions they didn’t recognise. What happened R are a Ltd company and are represented here by Mr W who was also involved in the incident. So, for ease of reading I’ll mainly refer to him throughout.... (4 pages)View decision -
Decision Reference DRN-5088542
22 Oct 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5088542 The complaint Mr R complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr R is being represented by a claims management company, however, for e... (8 pages)View decision -
Decision Reference DRN-4975590
22 Oct 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4975590 The complaint Mr D has complained about advice he says was given by Aviva Life & Pensions UK Limited (‘Aviva’) to transfer his occupational pension scheme (‘OPS’) into a personal arrangement. Mr D states this advice was unsuitable and has caused financial loss. Mr D has ... (3 pages)View decision
