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 370904 results
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Decision Reference DRN-4885682
25 Jul 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4885682 The complaint Mr T has complained about a policy he held with Aviva Life & Pensions UK Limited (‘Aviva’). The reviewable whole of life ‘Lifespan’ policy covered life and critical illness. There were administrative errors and Mr T was misinformed about the surrender value... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision -
Decision Reference DRN-4866976
25 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4866976 The complaint Mr B and Mrs B are unhappy that Santander UK Plc closed their joint current account. What happened Mr B and Mrs B reside overseas but held a joint current account with Santander which they used to service a UK mortgage. In November 2023, Santander attempted to ... (2 pages)View decision -
Decision Reference DRN-4917484
25 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4917484 The complaint Mr A has complained about a transfer of his personal pensions, with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (“SSAS”) in June 2014. Mr A’s SSAS was subsequently used to invest in an overseas property i... (12 pages)View decision -
Decision Reference DRN-4921348
25 Jul 2024 Westfield Contributory Health Scheme Not upheldInsuranceDRN-4921348 The complaint Mr M complains about two exclusions Westfield Contributory Health Scheme has included in its corporate health cash plan. Mr M feels the exclusions discriminate against scheme members who have long-term mental health conditions. What happened Mr M is covered und... (4 pages)View decision -
Decision Reference DRN-4929333
25 Jul 2024 National House-Building Council UpheldInsuranceDRN-4929333 The complaint Mr and Mrs P complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mrs P has primarily dealt with things, so I’ll mostly refer to her only for ease of reading. What happened The circumstances ar... (4 pages)View decision -
Decision Reference DRN-4592252
25 Jul 2024 Black Swan Capital Ltd Not upheldInvestmentsDRN-4592252 The complaint Ms L complains she was given unsuitable investment advice by Black Swan Capital Ltd (‘BSC’). In summary, she says: She was given unsuitable investment advice to invest in a Collective Investment Bond (‘the bond’) written into a Discounted Gift Trust (‘the t... (7 pages)View decision -
Decision Reference DRN-4812895
25 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812895 The complaint Mr D has complained Barclays Bank UK PLC held him liable for fraudulent transactions and re-debited the funds leaving him in a precarious financial position. What happened In June 2021 Mr D contacted Barclays as he’d noticed card transactions on his account whi... (3 pages)View decision -
Decision Reference DRN-4782714
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4782714 The complaint Mr P complains that HSBC UK Bank Plc will not refund the money he lost to what he believes was a scam. What happened Mr P was looking to book two holidays. He had an existing relationship with an independent travel agent who had previously organised various ho... (3 pages)View decision -
Decision Reference DRN-4820284
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4820284 The complaint Mrs Q complains that HSBC UK Bank Plc will not refund the money she lost to what she believes was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. Mrs ... (3 pages)View decision
