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-4467894
22 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4467894 The complaint Ms M complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms M has previously been represented by a third party. To keep things simple, I will refer to Ms M throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-4680263
22 Mar 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4680263 The complaint Mr S complains that Amtrust Europe Limited (Amtrust) unfairly declined a claim under his breakdown insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. To briefly summarise, Mr S took ... (2 pages)View decision -
Decision Reference DRN-4689661
22 Mar 2024 Travelers Insurance Company Limited UpheldInsuranceDRN-4689661 The complaint Mr R, a sole trader, complains about the handling and settlement of his commercial insurance claim by Travelers Insurance Company Limited. What happened The following is intended only as a brief summary of events. Mr R operates as a garage and held a commercial in... (8 pages)View decision -
Decision Reference DRN-4647507
22 Mar 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4647507 The complaint Ms A complained that she has suffered a financial loss as a result of St James’s Place UK Plc (SJP) causing a delay in the establishment of a drawdown facility on her pension. She also complained that it breached her contract in failing to provide specialist tax a... (4 pages)View decision -
Decision Reference DRN-4400369
22 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4400369 The complaint Miss P complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she says was lost as the result of a scam. Miss P is being represented by a third party. To keep things simple, I will refer to Miss P throughout my decision. What happened The back... (3 pages)View decision -
Decision Reference DRN-4701999
22 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4701999 The complaint Mr H complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (23 pages)View decision -
Decision Reference DRN-4546777
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4546777 The complaint A company, which I’ll refer to as P, complain that HSBC UK Bank Plc (HSBC) failed to observe the arrangement that was put in place when it switched its account to another bank. In bringing this complaint P is represented by its director who I’ve anonymised as Mr S... (6 pages)View decision -
Decision Reference DRN-4640109
22 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4640109 The complaint Ms N complains about Royal & Sun Alliance’s handling of a claim made under her home insurance policy and about their decision to decline her claim. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary ... (21 pages)View decision -
Decision Reference DRN-4588754
22 Mar 2024 AJ Bell Asset Management Limited UpheldInvestmentsDRN-4588754 The complaint Mr H complains that A J Bell Share Dealing Limited (‘A J Bell’) delayed the transfer of his stocks and shares ISA. He wants A J Bell to compensate him for financial loss and distress and inconvenience. What happened Mr H had a stocks and shares ISA. On 21 March 20... (7 pages)View decision -
Decision Reference DRN-4691518
22 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4691518 Complaint Mr W complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In April 2019, Black Horse prov... (3 pages)View decision
