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 362716 results
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Decision Reference DRN-4598318
9 Feb 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4598318 The complaint Mr A complains that HSBC UK Bank Plc unfairly declined to port his mortgage. He asks that HSBC refunds the early repayment charge (ERC) he paid and pays compensation for the higher cost of his new mortgage and for the distress caused. What happened Mr A had a mort... (2 pages)View decision -
Decision Reference DRN-4613108
9 Feb 2024 Covea Insurance plc UpheldInsuranceDRN-4613108 The complaint Miss P has complained about Covea Insurance plc’s (Covea’s) decision to decline a claim she made for damage caused to, and items stolen from, her commercial property. Mr J is named in this decision as he is also named as a policyholder on the schedule of insurance... (5 pages)View decision -
Decision Reference DRN-4553039
9 Feb 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4553039 The complaint B, a limited company, has complained about the actions of Clearbank Limited trading as Tide (Tide) after it was the victim of an authorised push payment (APP) scam. What happened Mr P, a director of B, fell victim to the scam so for ease I have referred to him th... (4 pages)View decision -
Decision Reference DRN-4341903
9 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4341903 The complaint Mr I is unhappy Santander UK Plc (“Santander”) declined to offer him a refund after he reported being the victim of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all in detail here. However, in summary a... (5 pages)View decision -
Decision Reference DRN-4428045
9 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4428045 The complaint Mr B and Ms P complain that Bank of Scotland plc (trading as Birmingham Midshires) hasn’t calculated their contractual monthly payments (CMP) correctly. Mr B has dealt with the complaint. What happened Mr B says Birmingham Midshires didn’t calculate their CMP corr... (2 pages)View decision -
Decision Reference DRN-4534888
9 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4534888 The complaint Mr M complains that Capital One (Europe) plc promised him a refund for two payments on his credit card he made in error, but then declined to make the refund. What happened Mr M said Capital One told him the refunds he requested would be in his bank account within... (2 pages)View decision -
Decision Reference DRN-4528840
9 Feb 2024 IG Markets Limited Not upheldInvestmentsDRN-4528840 The complaint Mr I has complained that IG Markets Limited (‘IG’) is withholding US$3,937.50 of share proceeds further to a merger of a US denominated investment. He would like for those funds to be paid to him. What happened In June 2021 Mr I’s holding of 1,000 shares in Extend... (6 pages)View decision -
Decision Reference DRN-4407230
9 Feb 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4407230 The complaint Mr and Mrs B complain that they had to wait for an appointment with Clydesdale Bank Plc trading as Virgin Money to apply to port their mortgage and take some additional borrowing. They said there were delays and that meant they had to take an interest rate that wa... (3 pages)View decision -
Decision Reference DRN-4590336
9 Feb 2024 PrisWM Limited UpheldPensions and AnnuitiesDRN-4590336 The complaint Mr T complains that PrisWM Limited (‘PWM’) gave him unsuitable advice to transfer the benefits from his defined benefit (DB) occupational pension scheme to a self-invested personal pension (‘SIPP’). He believes he might have suffered a financial loss as a result. ... (4 pages)View decision -
Decision Reference DRN-4516136
9 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4516136 The complaint Mr M complains that Capital One (Europe) plc refunded him £1,000 even though he was already in arrears and well over his credit limit. He said this was completely irresponsible and plunged him further into financial difficulties. What happened Mr M called Capital ... (2 pages)View decision
