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-4452070
26 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4452070 The complaint Miss W complains that Capital One (Europe) Plc hasn’t done enough in relation to her dispute over a holiday deposit. What happened In April 2023 Miss W used her Capital One (Europe) Plc credit card to pay £377 to a holiday company as a deposit on a holiday. She th... (2 pages)View decision -
Decision Reference DRN-4332681
26 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4332681 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr K was looking ... (3 pages)View decision -
Decision Reference DRN-4516395
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4516395 The complaint Mrs O is a sole trader- trading as C. She complains about misleading information she says was given to her by HSBC UK Bank Plc (HSBC) which caused financial loss What happened In March 2023, Mrs O purchased membership to a business network that was being operated... (4 pages)View decision -
Decision Reference DRN-4705655
26 Mar 2024 National House-Building Council UpheldInsuranceDRN-4705655 The complaint Mr B complains about how National House-Building Council (“NHBC”) have dealt with claims under a building warranty policy. What happened Mr B purchased a new property in 2016 and noticed there were many issues with it. He has made a number of claims to NHBC over t... (6 pages)View decision -
Decision Reference DRN-4695945
26 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4695945 The complaint Mr D complains about how Marshmallow Insurance Limited handled a claim against his motor insurance policy. Reference to Marshmallow includes its agents. What happened In summary, on 11 December 2022, Mr D was involved in an accident whilst driving. The repairs rep... (4 pages)View decision -
Decision Reference DRN-4659543
26 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4659543 The complaint Ms T complains that Bank of Scotland plc trading as Halifax enabled a criminal to steal cash she withdrew. What happened Ms T visited a branch of Halifax, and she withdrew £2,500 in cash. Unbeknownst to her at the time, there was a person nearby who heard and saw ... (2 pages)View decision -
Decision Reference DRN-4649182
26 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4649182 The complaint Mr P is unhappy with how Ageas Insurance Limited (“Ageas”) handled a motor insurance claim when his vehicle was vandalised. Any reference to Ageas includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties,... (2 pages)View decision -
Decision Reference DRN-3636494
26 Mar 2024 St James's Place UK plc Not upheldPensions and AnnuitiesThe complaint Mr D complained about a transfer from his personal pension with St James's Place UK plc (SJP), to a Self Invested Personal Pension (SIPP), in 2012. The SIPP to which Mr D transferred was used to invest in two very high-risk investment funds. These funds then failed co... (5 pages)View decision -
Decision Reference DRN-4650727
26 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4650727 The complaint Mr G has complained that Bank of Scotland plc (“Halifax”) mis-sold him a fee-paying Ultimate Reward Current Account (“URCA”) in May 2010. Mr G says that he was phoned by Halifax and was told about the benefits of the URCA. Mr G says that when he declined to change... (3 pages)View decision -
Decision Reference DRN-4707779
26 Mar 2024 Beyond Finance Ltd Not upheldPensions and AnnuitiesDRN-4707779 The complaint Mx C complains that their financial adviser, County Financial Limited – who now trade as Beyond Finance Limited (BF), didn’t have an adequate understanding of their financial position. And that this led to it mismanaging their Self-Invested Personal Pension (SIPP)... (9 pages)View decision
