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 364862 results
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Decision Reference DRN-4705988
26 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4705988 The complaint Mr B’s complaint is about a claim he made on his Astrenska Insurance Limited trading as Collinson Insurance (‘Astrenska’) mobile phone insurance policy. Mr B says Astrenska treated him unfairly. What happened Mr B made a claim on his Astrenska mobile phone insuran... (4 pages)View decision -
Decision Reference DRN-4694055
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4694055 The complaint Mr B complains HSBC UK Bank Plc won’t refund a payment he made under duress. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-4342264
26 Mar 2024 HSBC Life (UK) Limited Not upheldInvestmentsDRN-4342264 The complaint Mr C complains that HSBC Life (UK) Limited failed to provide clear information regarding the tax implication of his investment. He’s also unhappy that HSBC increased its annual management charge. What happened Mr C invested £5,000 per month into a Maximum Investme... (3 pages)View decision -
Decision Reference DRN-4708291
26 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4708291 The complaint Mr L is unhappy that National Westminster Bank Plc (“NatWest”) is holding him liable for payments he says he didn’t make. What happened Mr L had two accounts with NatWest. In 2019 Mr L says he was contacted by someone claiming to be calling from his mobile phone n... (6 pages)View decision -
Decision Reference DRN-4707627
26 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4707627 The complaint Mr M complains Monzo Bank Ltd (Monzo) won’t refund the funds he lost as a result of a scam. What happened I issued my provisional decision on this complaint on 8 March 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (6 pages)View decision -
Decision Reference DRN-4708173
26 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4708173 The complaint Mr T complained about a number of matters relating to the service provided by Scottish Widows Limited (SW) when it came to his Group Self-Invested Personal Pension (GSIPP). What happened Mr T’s GSIPP was set up by his employer and is provided by SW. He has been us... (10 pages)View decision -
Decision Reference DRN-4547442
26 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4547442 The complaint Mr and Mrs B complain that Santander UK Plc had told them they wouldn’t need to pay an Early Repayment Charge (“ERC”) when they ported their existing mortgage to a new property. But they said Santander then charged them. They wanted the money back. What happened W... (5 pages)View decision -
Decision Reference DRN-4684064
26 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4684064 The complaint Mr C complains that Brent Shrine Credit Union Limited lent irresponsibly when it approved a top up loan in December 2021. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr C had an existin... (3 pages)View decision -
Decision Reference DRN-4707673
26 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4707673 The complaint A, a limited company complains that Santander UK Plc closed its account without good reason and did not give it notice. A’s complaint has been brought to our service by its directors, Mr and Mrs V. What happened Mr and Mrs V’s company, A, had a business account wi... (7 pages)View decision -
Decision Reference DRN-4618810
26 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4618810 The complaint Mr D complains about the premium increase quoted by U K Insurance Limited (“UKI”) for his car insurance policy when he changed the start date. Mr D is represented in this case, but for ease I’ll refer to him throughout. What happened Mr D obtained a quote from UKI... (2 pages)View decision
