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-4985644
30 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4985644 The complaint Miss M says Sainsbury’s Bank PLC (“Sainsburys”) failed to protect her account from a fraudster and mis-handled her complaint following the fraudulent activity. What happened Miss M contacted Sainsburys on 18 August 2023 to inform it that she had received an ema... (3 pages)View decision -
Decision Reference DRN-4826208
30 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4826208 The complaint Mr L complains that Capital One (Europe) plc closed his credit card account despite being told it would be kept open if he purchased an item. Mr L is represented in this complaint. However, for the sake of simplicity in this decision I have referred to all the ... (2 pages)View decision -
Decision Reference DRN-4875375
30 Sep 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4875375 The complaint Ms F is unhappy with her fund performance and feels her fund has been mismanaged. She says she wasn’t able to make suitable investment choices as she hadn’t received her annual statement. What happened Our investigator set out the background to this complaint w... (3 pages)View decision -
Decision Reference DRN-4995552
30 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4995552 The complaint Mr L complains that National Westminster Bank Plc refused to pay a card transaction on his account. What happened In June 2024 Mr L says he attempted to pay a restaurant for a meal using his NatWest card but the transaction was declined on all five attempts. He... (2 pages)View decision -
Decision Reference DRN-5004761
30 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5004761 The complaint Mrs G complains that arrears on her credit card account with HSBC UK Bank Plc (HSBC) continued to accrue and she wasn’t informed she would have to repay the account in full when the repayment plan ended. What happened In January 2024 HSBC wrote to Mrs G about t... (2 pages)View decision -
Decision Reference DRN-5020937
30 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5020937 The complaint Mr R is unhappy about the outstanding balance of a loan account that Secure Trust Plc trading as Moneyway say he is responsible for. What happened Mr R took out a hire purchase agreement with Secure Trust. In July 2022, he was unhappy with the car he purchased ... (3 pages)View decision -
Decision Reference DRN-4854472
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4854472 The complaint Mr and Mrs E have complained that Inter Partner Assistance SA (IPA) has only partially settled a claim made on a travel insurance policy. As it is Mr E leading on the complaint, I will mostly just be referring to Mr E in this decision. What happened Mr E was ... (3 pages)View decision -
Decision Reference DRN-4958379
30 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4958379 The complaint Mr F complains that HSBC UK Bank Plc won’t refund the money he lost as a result of two investment scams. Mr F is represented by a third-party, but for ease of reference I’ll refer only to Mr F. What happened The circumstances that led to this complaint are we... (3 pages)View decision -
Decision Reference DRN-5042963
30 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5042963 The complaint Mr and Mrs R complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr and Mrs R are being represented by a claims management compa... (7 pages)View decision -
Decision Reference DRN-4982595
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4982595 The complaint Mr M complains about the customer service he received from HSBC UK Bank Plc when he asked for a transfer from his credit card account to his savings account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here... (2 pages)View decision
