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-4696750
20 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4696750 The complaint T, a business, complains about a claim it made on its U K Insurance Limited (‘UKI’) legal expenses insurance policy. T says UKI declined its claim unfairly. All references to UKI in this complaint include their claims handlers. T is represented in this complaint, ... (3 pages)View decision -
Decision Reference DRN-4530367
20 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4530367 The complaint Mr P complains that he wasn’t able to make a payment to his credit card with HSBC UK Bank Plc via the app or via telephone banking. He’s also unhappy about the customer service he received when he complained. What happened Mr P holds a credit card with HSBC. In Oc... (2 pages)View decision -
Decision Reference DRN-4435183
20 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4435183 The complaint Mr V complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus... (2 pages)View decision -
Decision Reference DRN-4694941
20 Mar 2024 J M Finn & Co Ltd UpheldPensions and AnnuitiesDRN-4694941 The complaint Mr H says J M Finn & Co Ltd (trading as JM Finn) wrongly left his Self-Invested Personal Pension (‘SIPP’) unmanaged during transfer (of the SIPP) to a new firm. JM Finn disputes the complaint. It mainly says Mr H’s transfer instructions amounted to termination... (7 pages)View decision -
Decision Reference DRN-4697297
20 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4697297 The complaint Mr N and Mrs T complain about the sale of a timeshare. They say that Vacation Finance Limited (who I’ll call Vacation Finance) financed the purchase and that they therefore have claims against it. Mr N and Mrs T have brought their complaint through a representativ... (4 pages)View decision -
Decision Reference DRN-4673408
20 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4673408 The complaint Mrs B complains about issues she’s experienced with her John Lewis credit card which is administered by NewDay Ltd. What happened Mrs B held a John Lewis credit card account. She’s unhappy because she returned from a cruise to find that she’d received several lett... (3 pages)View decision -
Decision Reference DRN-4633043
20 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4633043 The complaint Mr B complains that Barclays Bank UK PLC failed to pursue his chargeback in relation to his purchase of a hotel booking. What happened In June 2023 Mr B booked a hotel online and paid £1,005.71 to the booking agent (“the merchant”) with his Barclays debit card. Th... (2 pages)View decision -
Decision Reference DRN-4617250
20 Mar 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4617250 The complaint Miss N complains Shop Direct Finance Company Limited unfairly defaulted her account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4385058
20 Mar 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4385058 The complaint Mr W complains that Bank of Scotland plc (‘BoS’) mis-sold him an investment ISA – he states that the investment fund carried a higher level of risk than he was willing to take. Mr W’s complaint has been brought by a third party however for the sake of clarity I wi... (4 pages)View decision -
Decision Reference DRN-4246521
20 Mar 2024 HSBC UK Bank Plc UpheldInvestmentsDRN-4246521 The complaint Mr P complains that HSBC Bank Plc trading as First Direct (‘First Direct’) has been displaying incorrect book costs for some of his investments. He wants First Direct to correct the book costs. What happened Mr P has a stocks and shares ISA and a general share dea... (6 pages)View decision
