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 364422 results
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Decision Reference DRN-4846481
27 Jun 2024 Santander UK Plc Not upheldInvestmentsDRN-4846481 The complaint Miss R has complained that Santander UK Plc (‘Santander’) moved her Premium Investments Service portfolio to its Investment Hub facility. She requested her account be closed but this didn’t happen. Miss R says she has lost out financially because of this. What hap... (7 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision -
Decision Reference DRN-4872166
27 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4872166 The complaint Mr M complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll mostly refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘S... (39 pages)View decision -
Decision Reference DRN-4865108
27 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4865108 The complaint Mrs S and Mr S are unhappy with the service provided by AXA Insurance Limited (AXA) following a claim made on their home insurance policy. Mrs S and Mr S are both parties to this complaint. Mr S has primarily dealt with this service. For ease of reference I have r... (10 pages)View decision -
Decision Reference DRN-4866262
27 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4866262 The complaint Mr B and Ms W complain that Monzo Bank Ltd declined their application for a joint account. They’d like compensation for the impact caused. What happened Mr B and Ms W both have sole accounts with Monzo. In May 2023, after being encouraged via Monzo’s website Mr B ... (2 pages)View decision -
Decision Reference DRN-4850957
27 Jun 2024 Topaz Finance Limited Not upheldMortgagesDRN-4850957 The complaint K, a limited company, complains that when a mortgage it holds was transferred to Topaz Finance Limited trading as Hessonite Mortgages (“Hessonite”) the direct debit for the mortgage was cancelled, and a payment for K’s mortgage was missed. Mr H complains on behalf... (5 pages)View decision -
Decision Reference DRN-4875809
27 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4875809 The complaint Miss R complains Revolut Ltd unfairly sent funds in her account to a third party on closing her account. What happened Miss R held an account with Revolut. In March 2023 Revolut conducted a review and prevented her from using the account. On completing the review,... (3 pages)View decision -
Decision Reference DRN-4801179
27 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4801179 The complaint Mrs B on behalf of her daughter Miss B complains about how Bank of Scotland plc trading as Halifax has dealt with an account transfer. What happened Miss B applied to transfer her Individual Savings Account (ISA) from Halifax to a different provider. The applicati... (3 pages)View decision -
Decision Reference DRN-4768668
27 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4768668 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited unfairly disposed of his vehicle. Mr M’s been represented for the complaint. For simplicity I’ve referred to the representatives’ actions and comments as being Mr M’s own. What happened In August 2022 Mr M’s car... (3 pages)View decision -
Decision Reference DRN-4876341
27 Jun 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4876341 The complaint Miss R complains that Frasers Group Financial Services Limited trading as Studio (“Frasers”) provided catalogue accounts to her irresponsibly because it ought to have known that she couldn’t afford them. What happened In April 2019, Miss R opened an Ace account an... (3 pages)View decision
