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-4769179
27 Jun 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-4769179 The complaint Mr P complains about eBay Commerce UK Ltd trading as eBay after a hold was placed on his funds from an item he sold. What happened In late 2023 Mr P sold an item through eBay marketplace, following the sale of the item Mr P’s funds from the sale weren’t released. ... (3 pages)View decision -
Decision Reference DRN-4781537
27 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4781537 The complaint Mr K has complained about his previous car insurer Admiral Insurance (Gibraltar) Limited because having agreed to not renew his policy, it did renew it, taking over £1,000 from his account just before Christmas. What happened Mr K had decided to change his insurer... (3 pages)View decision -
Decision Reference DRN-4720470
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4720470 The complaint Mr B complains about the service he received from HSBC UK Bank Plc (“HSBC”) agents. In particular Mr B is unhappy HSBC’s agent suggested he to move to another bank and made him raise a separate complaint regarding each issue he was unhappy with. What happened Mr B... (2 pages)View decision -
Decision Reference DRN-4844464
27 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4844464 The complaint Mr S is unhappy Vitality Health Limited (Vitality) declined his claim. What happened Mr S has a group private medical insurance policy. The policy started in September 2022 and is underwritten by Vitality on a ‘moratorium’ basis. In May 2023, Mr S spoke to a priva... (2 pages)View decision -
Decision Reference DRN-4663879
27 Jun 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4663879 The complaint Mr M complains Hargreaves Lansdown Asset Management Limited (HL) provided mis- leading information when promoting a fund, which he invested in through an ISA. He says the fund continued to be promoted when HL was aware of concerns about the way the fund was being ... (8 pages)View decision -
Decision Reference DRN-4594435
27 Jun 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4594435 The complaint Mr L complains that The Co-operative Bank Plc (Co-op) allowed his account to become overdrawn due to a delayed payment and have provided poor service throughout his complaint journey. What happened Mr L contacted Co-op by telephone on 1 October 2023 to tell them t... (3 pages)View decision -
Decision Reference DRN-4734658
26 Jun 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4734658 The complaint Mr P complains that American Express Services Europe Limited failed to award him all of the Avios points he was entitled to. What happened Mr P holds a credit card with American Express. In November 2023, Mr P referred a friend to American Express, and thereby qua... (4 pages)View decision -
Decision Reference DRN-4857115
26 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4857115 The complaint Mr K had a self-invested personal pension (SIPP) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr K transferred his existing personal pensions to the SIPP to invest in a corporate bond. Mr K’s complaint is that Options should not hav... (24 pages)View decision -
Decision Reference DRN-4767809
26 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4767809 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund the money she’s lost to a scam. What’s happened? Mrs H says she saw an advert for a motorhome on social media, by a company I’ll refer to as ‘B’. She thought the price of the motorhome – £4,200 – was very good but ... (3 pages)View decision -
Decision Reference DRN-4874723
26 Jun 2024 Western Provident Association Limited UpheldInsuranceDRN-4874723 The complaint Mr M and Mrs P are unhappy with Western Provident Association Limited’s (WPA) decision to decline their claim. They’re also unhappy with how long it took. This complaint is brought by Mr M and so I’ll refer to all submissions as being made by him personally. What ... (2 pages)View decision
