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 365360 results
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Decision Reference DRN-4859768
20 Sep 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4859768 The complaint Mr and Ms T complain about how Automobile Association Insurance Services Limited (AA) dealt with a claim on their motor insurance. What happened Mr and Ms T had motor insurance through AA. Ms T was involved in a collision with another driver which was not her f... (3 pages)View decision -
Decision Reference DRN-4808405
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4808405 The complaint Mr G says Revolut Ltd (“Revolut”) refuses to refund him for a transaction which was sent to the wrong beneficiary. What happened Mr G says he tried to send money to his son via Revolut. He had sent money to his son in the same way previously, so he used the sam... (2 pages)View decision -
Decision Reference DRN-4794224
20 Sep 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4794224 The complaint Ms C complains about the advice given by Pi Financial Limited (‘Pi’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial ... (10 pages)View decision -
Decision Reference DRN-4939604
20 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4939604 The complaint K, a limited company complains that HSBC UK Bank Plc didn’t make it aware that the interest rate on one of its accounts had improved. K is represented in this complaint by a director of K, Mr C. What happened K holds three accounts with HSBC - a business bank a... (3 pages)View decision -
Decision Reference DRN-5034979
20 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5034979 The complaint Mrs E and her representative say Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened Mrs E says she broke her hip and was taken to hospital by ambulance on 7 January 2023.... (3 pages)View decision -
Decision Reference DRN-5025209
20 Sep 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5025209 The complaint Mr K complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved two loan applications he made. What happened In September 2020 Mr K applied for a loan of £5,000 over 24 months with 118 118 Money. In his application, Mr K ... (3 pages)View decision -
Decision Reference DRN-5025432
20 Sep 2024 Capital Home Loans Limited Not upheldMortgagesDRN-5025432 The complaint Mr and Mrs E complain that it’s unfair that their mortgage was transferred to Capital Home Loans Limited (“CHL”) which is a closed book lender, and it didn’t offer them options that would be available under the Mortgage Charter which has impacted their credit f... (3 pages)View decision -
Decision Reference DRN-4990974
20 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4990974 The complaint Ms G – director of S, a limited company – complains on its behalf that National Westminster Bank Plc generates customer numbers using and including a customer’s date of birth. What happened S opened an account with NatWest and received a customer number as a pa... (2 pages)View decision -
Decision Reference DRN-4948661
20 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4948661 The complaint Mr W complains that Lloyds Bank PLC wrongly registered a default against his name. What happened Mr W had a Lloyds credit card in his name. In April 2018 Lloyds wrote to Mr W to say that he had arrears of over £300 on his credit card account and that he needed ... (2 pages)View decision -
Decision Reference DRN-5026606
20 Sep 2024 HSBC Life (UK) Limited Not upheldInsuranceDRN-5026606 The complaint Mr S complains that HSBC Life (UK) Limited hasn’t paid an incapacity claim he made on a group income protection insurance policy. What happened Mr S is insured under his employer’s group income protection insurance policy. The policy provides cover if Mr S is i... (5 pages)View decision
