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 370149 results
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Decision Reference DRN-5111739
29 Oct 2024 National Westminster Bank Plc UpheldInvestmentsDRN-5111739 The complaint Mr H complains about delays caused by National Westminster Bank Plc (“NatWest”) when he instructed it to transfer his ISA account held with another provider. He told us he wanted the transfer to be completed, compensation for loss of interest and for the distr... (4 pages)View decision -
Decision Reference DRN-5111414
29 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5111414 The complaint Mr C complains about issues with a car he bought, in part, with his HSBC UK Bank plc trading as First Direct credit card. He also complains the car was misrepresented to him. He would like to either return the car for a full refund or receive £4,373.45 to keep ... (2 pages)View decision -
Decision Reference DRN-4684508
29 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4684508 The complaint Miss R complains that American Express Services Europe Limited will not refund the cost of goods she purchased with her Amex credit card, even though the goods were not delivered to her. What happened In October 2023 Miss R bought four items from an online reta... (2 pages)View decision -
Decision Reference DRN-4965578
29 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4965578 The complaint Mr D complains about how AXA Insurance UK Plc (AXA) has handled a claim on his motor insurance policy. Mr D’s complaint has been brought by a representative. Any references to Mr D include the comments of his representative. Reference to AXA includes its agents... (4 pages)View decision -
Decision Reference DRN-5111519
29 Oct 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5111519 The complaint Mr S complains of information failings by Creation Consumer Finance Limited (“Creation”) and their agents in relation to a Buy Now Pay Later (“BNPL”) deal on a running account credit agreement, leading to him being charged significant amounts of interest. What ... (8 pages)View decision -
Decision Reference DRN-5094726
29 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5094726 The complaint Mr L’s complaint is about his central heating insurance policy with Evolution Insurance Company Limited. The parties will see that I’ve changed the ‘respondent’ from the name of the agents that administer the policy and handle claims and complaints on behalf of... (6 pages)View decision -
Decision Reference DRN-4942765
29 Oct 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4942765 The complaint Mrs G has complained about the way Tesco Underwriting Limited cancelled her home insurance policy. What happened Mrs G says that up to 2020 her property was used as a guesthouse with five bedrooms. At that time she had a business insurance policy. She closed t... (2 pages)View decision -
Decision Reference DRN-4957025
29 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4957025 The complaint P, a limited company complains that Starling Bank Limited (Starling) blocked its account and have not released the money in the account. P’s complaint has been brought by its Director, Mr L. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-5050619
29 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5050619 The complaint Mr E has complained about a transfer of his personal pension policies with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in July 2014. Mr E’s SSAS was subsequently used to invest in The Resort Group ... (14 pages)View decision -
Decision Reference DRN-5048661
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5048661 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct)) didn’t protect him from an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened The detailed b... (4 pages)View decision
