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-4760564
10 Jun 2024 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4760564 The complaint Mr P has complained that JLT Wealth Management Limited gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) to a group personal pension plan (GPP). What happened The investigator who considered this matter set out ... (10 pages)View decision -
Decision Reference DRN-4825139
10 Jun 2024 First Central Underwriting Limited UpheldInsuranceDRN-4825139 The complaint Mr and Mrs W complain about First Central Underwriting Limited’s (First Central) poor handling of their claim following an accident, under Mrs W’s motor insurance policy. I’ll refer to Mrs W in my decision for ease. What happened Mrs W’s car was damaged in an acci... (3 pages)View decision -
Decision Reference DRN-4524322
10 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4524322 The complaint Mr A and Mrs B have complained about how Bank of Scotland plc trading as Halifax handled an application they made for a further advance. They say Halifax didn’t make the appeal process clear, and they want compensation and Halifax’s process to be changed. What hap... (3 pages)View decision -
Decision Reference DRN-4493362
10 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4493362 The complaint Mr M on behalf of N complains about the way National Westminster Bank Plc (NatWest) handled payments from N’s business’ account. What happened As Mr M complains on behalf of his business, N, any references to Mr M includes N. Mr M attempted to make payments from N... (3 pages)View decision -
Decision Reference DRN-4842521
10 Jun 2024 Tor Currency Exchange Limited UpheldBanking and PaymentsDRN-4842521 The complaint Mr A is unhappy that Tor Currency Exchange Limited (trading as TorFX) caused delays in sending the US Dollars he’d purchased and with the customer service he received. What happened On 23 June 2022, Mr A agreed a ‘spot contract’ with TorFX. This gave Mr A the opti... (8 pages)View decision -
Decision Reference DRN-4842853
10 Jun 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4842853 The complaint Mr O complained because Advanced Payment Solutions Limited, trading as Cashplus Bank, refused to refund him for transactions which he said he didn’t authorise. What happened On 17 September 2023, seven payments debited Mr O’s Cashplus account. These were to two or... (5 pages)View decision -
Decision Reference DRN-4767697
10 Jun 2024 Close Brothers Limited Not upheldInsuranceDRN-4767697 The complaint Mr D complains that Close Brothers Limited (“CBL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr D bought a car on finance from CBL on 8 February 2023. On 21 February 2023 Mr D was involved in a road traffic accident which h... (3 pages)View decision -
Decision Reference DRN-4032089
10 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4032089 The complaint Mr H has complained about Creation Consumer Finance Ltd (“Creation”)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.... (5 pages)View decision -
Decision Reference DRN-4588024
10 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4588024 The complaint S, a limited company, complain that Aviva Insurance Limited overestimated the value of a claim under their Property Owners insurance policy, resulting in a significant increase to the price of the policy. What happened The detailed background to this complaint is ... (3 pages)View decision -
Decision Reference DRN-4776992
10 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4776992 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) failed to remove a hard search for a credit application which Mr C made in December 2022. Mr C wants the hard search removed and further compensation. What happened On 16 December 2022 Mr C applied for a credit card wi... (2 pages)View decision
