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 392389 results
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Decision Reference DRN-5735733
6 Aug 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5735733 The complaint Mr C is represented. His complaint is that Boyd Coughlan, now Mattioli Woods Limited (‘MWL’), gave him unsuitable advice in 2012 to transfer his personal and occupational pensions into a Self-Invested Personal Pension (‘SIPP’). He says the costs associated with... (7 pages)View decision -
Decision Reference DRN-5372715
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5372715 The complaint Miss A is unhappy HSBC Bank Ltd will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Miss A fell victim to a job/task scam. She was co... (3 pages)View decision -
Decision Reference DRN-5739615
6 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5739615 The complaint Mr L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AESEL”) gave him a credit card and subsequent limit increase which he couldn’t afford to repay. What happened In March 2003 AESEL gave Mr L an Amex Blue credit card. This... (5 pages)View decision -
Decision Reference DRN-5739677
6 Aug 2025 Wakam UpheldInsuranceDRN-5739677 The complaint Mr G has complained that Wakam’s approved repairer failed to repair his vehicle properly following a claim under his private hire insurance policy and that this led to him losing income. What happened Mr G’s vehicle, which he uses as a taxi, was damaged in an ... (4 pages)View decision -
Decision Reference DRN-5426992
6 Aug 2025 Wakam UpheldInsuranceDRN-5426992 The complaint Mr D has complained about the service his commercial vehicle insurer, Wakam, provided after he reported a non-fault accident to it. He also felt he was being discriminated against because of his accent. What happened Mr D was involved in an accident in June 20... (6 pages)View decision -
Decision Reference DRN-5613166
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5613166 The complaint Miss D complains about the way in which Bank of Scotland plc handled a large number of chargeback requests in connection with payments to online gambling sites. She says too that the bank should have identified from the activity that she was a vulnerable custom... (3 pages)View decision -
Decision Reference DRN-5649065
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5649065 The complaint Mr P is unhappy that HSBC UK Bank Plc recalled a balance transfer from another bank without his knowledge or permission. What happened Mr P undertook a balance transfer from HSBC to another bank (which for ease of reference, I’ll refer to as ‘X’). On 4 December... (3 pages)View decision -
Decision Reference DRN-5389221
6 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5389221 The complaint Miss R complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse her in full after she fell victim to a scam. What happened What Miss R says Miss R says that after searching for investments for a few months a social media page linked to a company I’ll c... (4 pages)View decision -
Decision Reference DRN-5520817
6 Aug 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5520817 The complaint Mrs J is unhappy Alwyn Insurance Company Limited have avoided a pet insurance policy and in doing so, declined a claim she made. It says her dog, M, didn’t meet its eligibility criteria for the policy as she was born outside of the United Kingdom. What happened... (2 pages)View decision -
Decision Reference DRN-5369207
6 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5369207 The complaint Mrs J complains about the advice she received from St. James’s Place Wealth Management Plc trading as St. James’s Place (‘SJP’) to invest in an investment-based Individual Savings Account (ISA) and an investment bond. She says the advice was unsuitable based on... (8 pages)View decision