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 381082 results
-
Decision Reference DRN-5175371
12 Dec 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5175371 The complaint Mr H complains about Volvo Car Financial Services UK Limited’s lack of transparency regarding the payment that he had to make for the early settlement of a conditional sale agreement under which a car was supplied to him. What happened A used car was supplied t... (3 pages)View decision -
Decision Reference DRN-5011448
12 Dec 2024 Openwork Limited Not upheldPensions and AnnuitiesDRN-5011448 The complaint Mr H complains that an appointed representative (AR) of Openwork Limited provided an unsuitable adviser to manage his affairs. He went on to say that because he didn’t believe the adviser was suitably experienced enough, he had to move his pension to a new firm... (3 pages)View decision -
Decision Reference DRN-5208247
12 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5208247 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) had a duty of care to him when accepting his application for a Self-Invested Personal Pension (‘SIPP’). Mr H transferred a pension plan (‘PP’) he held with the Co-operative into the SIPP he ope... (45 pages)View decision -
Decision Reference DRN-5198597
12 Dec 2024 HSBC UK Bank Plc UpheldInvestmentsDRN-5198597 The complaint Mr T complains that HSBC UK Bank Plc is not allowing him to make an additional permitted subscription (APS) in-specie. He says this will cause him a financial loss, inconvenience and time out of the market. What happened In February 2024 Mr T wrote to HSBC to e... (5 pages)View decision -
Decision Reference DRN-5105033
12 Dec 2024 ReAssure Limited UpheldInsuranceDRN-5105033 The complaint Mr T is unhappy that ReAssure Limited has declined a claim he made on his emergency cash cover and income replacement policy. What happened Mr T has a cash cover and income replacement policy. He claimed on the policy for total and permanent disability when he ... (3 pages)View decision -
Decision Reference DRN-5173762
12 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5173762 The complaint Mr L complains that direct debit payments weren’t collected by American Express Services Europe Limited (AESEL) (Amex). What happened Mr L has an Amex credit card and makes payments to cover the full statement balance each month. In April 2024 Mr L amended his... (3 pages)View decision -
Decision Reference DRN-5208161
12 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5208161 The complaint Mr and Mrs V complain that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss they suffered when they fell victim to a scam. For ease of reading and as he’s done most of the correspondence on the complaint, I’ll mostly just refer to M... (5 pages)View decision -
Decision Reference DRN-5189994
12 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5189994 The complaint Mr and Mrs C are unhappy about the administration of their re-mortgage with Nationwide Building Society because the money was released before a bank holiday weekend, meaning that they had to pay interest on the existing mortgage and the new one for several days... (3 pages)View decision -
Decision Reference DRN-5197126
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5197126 The complaint Mr and Mrs P complain that Santander UK Plc blocked their account and declined a payment, causing them inconvenience and expense in getting the account unblocked. The complaint concerns a joint account, though for convenience I'll refer just to Mr P in thi... (2 pages)View decision -
Decision Reference DRN-4947658
12 Dec 2024 Vitality Corporate Services Limited UpheldInsuranceDRN-4947658 The complaint Mr S has a level term life and serious illness insurance policy (‘the policy’). Mr S is unhappy with Vitality Corporate Services Limited because due to the monthly premium he pays, he’s unable to access certain rewards associated with the policy (including a di... (3 pages)View decision
