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 381196 results
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Decision Reference DRN-4833105
29 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4833105 The complaint Mr P and Mrs P complain about Red Sands Insurance Company (Europe) Limited’s (Red Sands) decision to decline a claim made under their buildings insurance policy. Any references to Red Sands include its agents. Mr P and Mrs P are represented by Mrs D. What hap... (3 pages)View decision -
Decision Reference DRN-5036170
29 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5036170 The complaint Ms T complains Tesco Personal Finance PLC, trading as “Tesco Bank” refuses to refund her for transactions on her account she says she didn’t authorise. What happened Ms T disputes several transactions on her account between 1 June 2023 and 6 June 2023 totalling... (2 pages)View decision -
Decision Reference DRN-5112567
29 Oct 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5112567 The complaint Miss J complains that PayPal UK Ltd recorded a query marker on her credit file when she asked for help getting a refund on goods she purchased. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-5082066
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5082066 The complaint Mr N complains that HSBC UK Bank Plc trading as first direct continually blocked his payments to his wife for no apparent reason. What happened Mr N complained that since January 2023 first direct had been regularly stopping a household spending payment he mak... (2 pages)View decision -
Decision Reference DRN-4907889
29 Oct 2024 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-4907889 The complaint Mr M complains about delays when making a transfer from his Individual Savings Account (ISA) with Virgin Money Unit Trust Managers Ltd to another provider. What happened In mid-August 2023 Mr M contacted Virgin for an update about a transfer request from his IS... (2 pages)View decision -
Decision Reference DRN-4805297
29 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4805297 The complaint Mrs K complains that Nationwide Building Society did not refund a series of payments she says she lost to a scam. What happened Mrs K says she received unsolicited contact about an investment opportunity with a company I’ll call ‘M for the purposes of this deci... (3 pages)View decision -
Decision Reference DRN-5001828
29 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5001828 The complaint A limited company, which I will refer to as R, complains about the decision of Red Sands Insurance Company (Europe) Limited in relation to its Guaranteed Asset Protection (GAP) insurance claim. R also complains about the handling of this claim. What happened Th... (3 pages)View decision -
Decision Reference DRN-5049336
29 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-5049336 The complaint Mr C complains about British Gas Insurance Limited’s handling of a claim made under his HomeCare insurance policy. What happened Mr C has held HomeCare cover with British Gas since 2017 for a property he rents out. This covers the property’s boiler, controls a... (4 pages)View decision -
Decision Reference DRN-4989476
29 Oct 2024 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4989476 The complaint Mrs R has complained that National Westminster Bank Plc gave her unsuitable advice to switch out of her St James’s Place retirement account into an Embark Self Invested Personal Pension (SIPP). What happened The investigator who considered this matter set out t... (10 pages)View decision -
Decision Reference DRN-4989357
29 Oct 2024 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4989357 The complaint X has complained that National Westminster Bank Plc gave him unsuitable advice to switch out of his St James’s Place retirement account into an Embark Self Invested Personal Pension (SIPP). What happened The investigator who considered this matter set out the b... (10 pages)View decision
