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 360264 results
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Decision Reference DRN-4756804
23 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4756804 The complaint Mr M complains that Bank of Scotland plc blocked his credit card and then didn’t provide the service it should have while he tried to resolve the issue. What happened Mr M was on holiday abroad in 2023, and when he tried to make a payment, the hotel made a mistake... (5 pages)View decision -
Decision Reference DRN-4662766
23 Apr 2024 TBO Services Limited Not upheldInsuranceDRN-4662766 The complaint A limited company, which I will refer to as T, has complained that it was mis-sold a business insurance policy by TBO Services Limited trading as The Insurance Octopus. Mr P, one of the directors of T, has brought this complaint on its behalf. What happened In Sep... (6 pages)View decision -
Decision Reference DRN-4716856
23 Apr 2024 Yorkshire Building Society UpheldMortgagesDRN-4716856 The complaint The estate of Mrs F complains about an equity release mortgage provided by Yorkshire Building Society trading as Chelsea Building Society (Chelsea). The complaint is brought on behalf of the estate by Mrs F’s daughter, who I’ll refer to as Ms F. What happened Mrs ... (5 pages)View decision -
Decision Reference DRN-4442599
23 Apr 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4442599 The complaint Mr S complains about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim under his home insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here: In April 2023 Mr S ... (2 pages)View decision -
Decision Reference DRN-4759043
23 Apr 2024 WorldRemit Ltd UpheldBanking and PaymentsDRN-4759043 The complaint Mr D complains his WorldRemit Ltd account was used by an unknown third party to send money abroad on two occasions. He is concerned his identity and personal details have been compromised by WorldRemit. What happened Mr D explained he has held a WorldRemit account... (3 pages)View decision -
Decision Reference DRN-4754827
23 Apr 2024 Cowen Insurance Company Limited UpheldInsuranceDRN-4754827 The complaint Ms E and Mr R have complained that Cowen Insurance Company Limited (‘Cowen') hasn’t settled their claim properly. All reference to Cowen includes any agents acting on its behalf. What happened Ms E and Mr R have a travel insurance policy underwritten by Cowen... (2 pages)View decision -
Decision Reference DRN-4676024
23 Apr 2024 Atomos Financial Planning Limited UpheldPensions and AnnuitiesDRN-4676024 The complaint Mr W has complained about the advice given to him by Atomos Financial Planning Limited trading as Atomos Wealth (‘Atomos’) to transfer two occupational defined benefit (‘DB’) pensions into his employers Group Personal Plan (‘GPP’). Mr W now believes this advice ma... (7 pages)View decision -
Decision Reference DRN-4758416
23 Apr 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4758416 The complaint Mr A complains about Mulsanne Insurance Company Limited (“MIC”) and their decision to settle in full a third-party claim made against his motor insurance on a fault basis. Mr A also complains about the way his claim was handled during this process. What happened T... (3 pages)View decision -
Decision Reference DRN-4652770
23 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4652770 The complaint Mr D complains that he was unable to use his credit card after he was told by HSBC UK Bank Plc that the card was active. What happened Mr D tried to use his HSBC credit card to purchase a train ticket, but it didn’t work. He complained to HSBC. An agent from HSBC ... (2 pages)View decision -
Decision Reference DRN-4711141
23 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4711141 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of an investment scam. Mr M has a representative but for ease of reading I will mainly just refer to Mr M. What happened The details of this complaint are well known to b... (4 pages)View decision
