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-4630151
21 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4630151 The complaint Mr H complains that the credit card he had from MBNA Limited was unaffordable to him. What happened Mr H was approved for a credit card with MBNA in April 2022. The credit limit was increased as follows: Date Credit Limit 4 Apr 2022 £7,200 27 Dec 2022 £12,200 Mr H... (3 pages)View decision -
Decision Reference DRN-4682542
21 Mar 2024 Halifax Share Dealing Limited UpheldInvestmentsDRN-4682542 The complaint Mr C’s complaint is about a dividend payment Halifax Share Dealing Limited trading as Bank of Scotland Share Dealing (‘HSDL’) paid to him, which it now says was an error. HSDL is asking Mr C to return the money. Mr C feels that both the timescale for repayment and... (4 pages)View decision -
Decision Reference DRN-4318194
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4318194 The complaint M complains that American Express Services Europe Limited (Amex) applied default markers to its credit file and haven’t refunded the value of membership points accrued on the account that were due to it. M is represented in bringing this complaint by one of its di... (4 pages)View decision -
Decision Reference DRN-4699958
21 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699958 The complaint Mr R is seeking to recover approximately £36,000 from HSBC UK Bank Plc (‘HSBC’) which he lost from his account as a result of a scam. What happened I issued a provisional decision in December 2023 to explain why I thought Mr R’s complaint should be upheld in part.... (7 pages)View decision -
Decision Reference DRN-4610599
21 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4610599 The complaint Mr K complained that he has suffered a financial loss as a result of Standard Life Assurance Limited delaying the implementation of a court approved pension sharing order (PSO) issued as a result of his divorce. The organisation ultimately responsible for Standard... (4 pages)View decision -
Decision Reference DRN-4698364
21 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4698364 The complaint Mr T has complained about the way Advantage Insurance Company Limited handled a claim under his car insurance policy. Reference to Advantage includes its agents. What happened Mr T made a claim under his policy for damage to his car after a named driver under his ... (3 pages)View decision -
Decision Reference DRN-4676116
21 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4676116 The complaint Mr J complains that Inter Partner Assistance SA (IPA) has turned down a claim he made on a travel insurance policy. What happened Mr J took out a travel insurance policy though a broker I’ll call R. The policy was underwritten by IPA. In October 2023, while Mr J w... (3 pages)View decision -
Decision Reference DRN-4690958
21 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4690958 The complaint Mr G is unhappy that Vitality Health Limited (Vitality) declined his claim under his private medical insurance policy and also with the service it provided. What happened Mr G took out a private medical insurance policy in March 2023. Vitality is the underwriter o... (4 pages)View decision -
Decision Reference DRN-4546828
21 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4546828 The complaint Mrs L complained that she has suffered a financial loss as a result of Scottish Widows Limited (Scottish Widows) not switching the funds her Group Personal Pension (GPP) was invested in, despite telling her that it would. Mrs L would like to be compensated for any... (6 pages)View decision -
Decision Reference DRN-4098225
21 Mar 2024 Coutts & Company Not upheldInvestmentsDRN-4098225 The complaint Mr A complains about Coutts & Company’s decision to make changes to the status of his investments in two Multi-Asset Funds. He says the changes have a material adverse effect on him due to his residency status as a UK non-domicile (UK non-dom). What happened F... (8 pages)View decision
