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 375868 results
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Decision Reference DRN-5015746
25 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5015746 The complaint Mr F and Miss S have complained that HSBC UK Bank Plc (trading as “first direct”) failed to protect them from falling victim to an investment scam and hasn’t refunded the money they lost. What happened The background of this complaint is already known to both ... (4 pages)View decision -
Decision Reference DRN-5252512
25 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5252512 The complaint Mr B complains he was misled about the fees charged by St. James's Place Wealth Management Plc (SJP) on his pension account What happened Mr B said despite trying very hard to get clarity on the amount of SJP’s charges they turned out to be different to those... (5 pages)View decision -
Decision Reference DRN-5285958
24 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5285958 The complaint Mr K has complained about a transfer of his Prudential Assurance Company Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in March 2016. Mr K’s QROPS was subsequently used to invest in various assets including a bond and fra... (10 pages)View decision -
Decision Reference DRN-5282273
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5282273 The complaint Mr M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this... (7 pages)View decision -
Decision Reference DRN-5096962
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5096962 The complaint Mrs C complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she has lost as a result. What happened The details of what happened are well known to both part... (8 pages)View decision -
Decision Reference DRN-5126901
24 Jan 2025 NewDay Ltd Not upheldConsumer CreditDRN-5126901 The complaint Mrs P complains that NewDay Ltd (“NewDay”) irresponsibly provided her with credit on a credit card account that she couldn’t afford to repay. What happened In November 1999 Mrs P entered into an agreement to have access to credit by way of a Debenhams branded ... (3 pages)View decision -
Decision Reference DRN-5283006
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5283006 The complaint Mr D has complained that he wasn’t able to renew his car insurance policy with esure Insurance Limited. He’s unhappy with the change in premium as a result and that esure has recorded an incident under his policy. Mr D’s wife is a named driver under the policy.... (4 pages)View decision -
Decision Reference DRN-4732622
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4732622 The complaint Mr and Mrs C complain about Lloyds Bank PLC. They say that Lloyds should refund them after they fell victim to an authorised push payment (APP) scam. What happened In 2018, Mr and Mrs C were looking to make an investment and came across a business I will refe... (4 pages)View decision -
Decision Reference DRN-5204205
24 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5204205 The complaint Mr K complains that he couldn’t apply a cashback offer to his American Express Services Europe Limited (AESEL) credit card account. What happened Mr K opened an American Express (AmEx) credit card account in September 2023. He said his main reason for doing so ... (2 pages)View decision -
Decision Reference DRN-5217148
24 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5217148 The complaint Mrs W has complained that Capital One (Europe) plc won’t refund a transaction she says she didn’t authorise. What happened Mrs W and a friend wanted to stay in a cottage. The friend made the booking, and Mrs W provided her Capital One credit card details to the... (3 pages)View decision
