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 370902 results
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Decision Reference DRN-4776524
3 Jun 2024 Starr International (Europe) Limited Not upheldInsuranceDRN-4776524 The complaint D, a limited company, complains Starr International (Europe) Limited turned down a further claim it made on its contractor’s liability insurance policy. What happened In August 2020 D entered into a contract to carry out refurbishment and construction work at a cl... (2 pages)View decision -
Decision Reference DRN-3535166
3 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535166 The complaint Miss B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to i... (53 pages)View decision -
Decision Reference DRN-4794326
3 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4794326 The complaint Mr I and Ms F complain about delays caused by esure Insurance Limited (esure) during its handling of their subsidence claim. Any reference to esure in this final decision includes its respective agents unless specified otherwise. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-4751420
3 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4751420 The complaint Mr F has complained that TSB Bank plc won’t refund the money he lost in an investment scheme which he says was a scam. What happened In mid-2018, Mr F made a £10,000 bank transfer to an investment firm. He didn’t receive his expected returns. In 2022, the firm wen... (2 pages)View decision -
Decision Reference DRN-4826702
3 Jun 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4826702 The complaint Mr F complains that Tesco Personal Finance PLC trading as Tesco Bank was irresponsible in its lending to him. He wants the interest and charges refunded on his account. What happened Mr F was provided with a £34,500 loan in June 2019. The loan was repayable over 4... (4 pages)View decision -
Decision Reference DRN-4830376
3 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4830376 The complaint Mr S complains Santander UK PLC failed to set up a new Individual Savings Account (ISA) and transfer funds from a third party bank into it after he visited a branch. What happened I sent the parties a provisional decision in May 2024, in which I set out the follow... (5 pages)View decision -
Decision Reference DRN-4825829
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4825829 The complaint Mr Q has complained about the amount Admiral Insurance (Gibraltar) Limited has paid in settlement of his claim under his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ... (2 pages)View decision -
Decision Reference DRN-4619414
3 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4619414 The complaint Mr G complains that American Express Services Europe Limited (AESEL) (Amex) unfairly registered a marker about him at Cifas, the national fraud database. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-4608405
3 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4608405 The complaint Mrs H complains that HSBC UK Bank Plc trading as first direct won’t reimburse her after she fell victim to a scam. What happened Mrs H has explained that in September 2023, she received a phishing email, appearing to come from Royal Mail, requesting for her to pay... (5 pages)View decision -
Decision Reference DRN-4719090
3 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4719090 The complaint Mr D complains that his carer, Miss X, as an authorised card holder, was unable to use his credit card for online purchases on two occasions. What happened Mr D held a credit card account with MBNA and another with Halifax Bank. They are part of the same banking g... (2 pages)View decision
