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 366874 results
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Decision Reference DRN-4724732
30 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4724732 The complaint Mr S complains about how QIC Europe Ltd (“QIC”) dealt with a claim he made on his buildings and contents insurance policy following a fire at his home. What happened Mr S has a Policy Expert Home Select policy with QIC that began on 9... (9 pages)View decision -
Decision Reference DRN-4605385
30 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4605385 The complaint Mr C complains about the service provided to him by HSBC UK Bank Plc (“First Direct”) in October 2023. What happened The background to this complaint is well known to the parties, so I won’t repeat it again here. But in summary, Mr C complains about: the distress... (3 pages)View decision -
Decision Reference DRN-4771444
30 Apr 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4771444 The complaint R – a business – is unhappy that Zurich Insurance Plc reduced the amount it paid for a claim R made on its commercial property insurance policy following damage caused by a storm. What happened The details of this complaint are well known to both parties, so I wil... (10 pages)View decision -
Decision Reference DRN-4509472
30 Apr 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsThe complaint Mrs O’s complaint against Hargreaves Lansdown Advisory Services Limited (“HL”) is about the investment advice she received in 2017. What happened Mrs O had been a client of HL for some years when she requested advice from them in October 2017. Mrs O’s husband (Mr O) received ... (4 pages)View decision -
Decision Reference DRN-4771785
30 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4771785 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) is holding him liable for transactions on his account which he didn’t authorise. What happened On 3 April 2024, I issued my provisional decision on this complaint. I wanted to give bo... (3 pages)View decision -
Decision Reference DRN-4509608
30 Apr 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4509608 The complaint Mr O’s complaint against Hargreaves Lansdown Advisory Services Limited (“HL”) is about the investment advice he received in 2017. What happened Mr O had been a client of HL for some years when he requested advice from them in October 2017. Mr O’s wife (Mrs O) rece... (4 pages)View decision -
Decision Reference DRN-4732851
30 Apr 2024 Shawbrook Bank Limited UpheldInvestmentsDRN-4732851 The complaint Mr K complains that Shawbrook Bank Limited (“Shawbrook”) failed to deal with the maturity of a fixed rate savings bond in a timely manner. What happened I issued a provisional decision on this complaint in March 2024. In that decision I explained why I thought the... (7 pages)View decision -
Decision Reference DRN-4732159
30 Apr 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4732159 The complaint Mr B is unhappy with advice given by Harbour Rock Capital Limited (Harbour Rock) to transfer his pension plan to a Parmenion SIPP (self invested personal pension). Mr B says the advice was unsuitable and he’s suffered financial loss in consequence. The advice was... (6 pages)View decision -
Decision Reference DRN-4737850
30 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4737850 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened In August 2019 Mr C applied for a credit card with Virgin Money. In his application, Mr C said he was employed with an in... (2 pages)View decision -
Decision Reference DRN-4751146
30 Apr 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4751146 The complaint Mr P complains on behalf of his son, also Mr P, about issues when opening a Junior Individual Savings Account (JISA) with Nutmeg Saving and Investment Limited. Mr P opened the account on behalf of his son and is also the representative for this complaint, so all a... (2 pages)View decision
