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-4352952
5 Mar 2024 HSBC Life (UK) Limited Not upheldInvestmentsDRN-4352952 The complaint Through his representative, Mr S complains that HSBC Life (UK) Limited surrendered his Maximum Investment Plan (MIP) when he hadn’t instructed it to do this. To put things right, Mr S ideally wants HSBC to reinstate his investment or otherwise, pay him compensatio... (4 pages)View decision -
Decision Reference DRN-4662272
5 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4662272 The complaint Mr S is unhappy with the service he received from Bank of Scotland plc, trading as Halifax, surrounding a recall of balance transfer. What happened Mr S called Halifax to complete a balance transfer recall from an account he held with another Bank. At that time, H... (4 pages)View decision -
Decision Reference DRN-4538906
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4538906 The complaint Ms N is unhappy Monzo Bank Ltd (“Monzo”) declined to refund the money she lost after she fell victim to a scam. What happened Ms N was looking for concert tickets online when she found the profile of someone selling the tickets she was looking for on a social netw... (4 pages)View decision -
Decision Reference DRN-4353025
5 Mar 2024 HSBC Life (UK) Limited Not upheldInvestmentsDRN-4353025 The complaint Mrs S complains that HSBC Life (UK) Limited surrendered her Maximum Investment Plan (MIP) when she hadn’t given instructions for this to happen. To put things right, Mrs S would like HSBC to reinstate the MIP if possible or pay her compensation to reflect investme... (4 pages)View decision -
Decision Reference DRN-4541965
5 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4541965 The complaint Miss H has complained about the way Advantage Finance Limited administered a hire purchase agreement she’d taken out to acquire a car. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But, to s... (3 pages)View decision -
Decision Reference DRN-3821946
5 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3821946 The complaint Mr F and Mrs B complain that Shawbrook Bank Limited won’t refund to them the money that they paid for some holiday club membership points rights. They’re being represented in this complaint by a claims management company. What happened Mr F and Mrs B had bought 7,... (6 pages)View decision -
Decision Reference DRN-4433864
5 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4433864 The complaint Mr D complains about lax telephone security handling by Santander UK Plc’s employees. He would like Santander to stop using poor practices as it may put customers at risk. What happened On 29 March 2023 Mr D was called by a person claiming to be an employee of San... (3 pages)View decision -
Decision Reference DRN-4648421
5 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4648421 The complaint Mr B is unhappy that Nationwide Building Society has refused to pay him two separate reward amounts. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr B says he re... (3 pages)View decision -
Decision Reference DRN-4522160
5 Mar 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4522160 Complaint Ms B has complained that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with a catalogue shopping account and limit increases despite the fact that they were unaffordable. Ms B is being represented in her complaint by a Claims Manageme... (3 pages)View decision -
Decision Reference DRN-4561696
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4561696 The complaint Mr P has complained about the poor service he received and delay when he sought assistance under the breakdown section of his car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr P was travelling in his car with his wife, their baby an... (3 pages)View decision
