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 371633 results
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Decision Reference DRN-4819794
7 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4819794 The complaint Mr S complains about Royal & Sun Alliance Insurance Plc’s refusal of a claim under the legal expenses insurance section of his home insurance policy. Royal & Sun Alliance Insurance Plc (“RSA”) is the underwriter of this cover, i.e. the insurer. Part of thi... (4 pages)View decision -
Decision Reference DRN-3969217
7 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3969217 The complaint Mr P has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he made under s75 of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account s140A of the CCA. What happene... (6 pages)View decision -
Decision Reference DRN-4820508
7 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4820508 The complaint Ms B has complained that Lloyds Bank PLC irresponsibly and unfairly continued applying charges to her overdraft resulting in her financial position getting worse. What happened Ms B was provided with an overdraft on her student account which became a graduate acco... (3 pages)View decision -
Decision Reference DRN-4821683
7 Jun 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4821683 The complaint Mrs D complains that she never received the proceeds of six savings certificates that National Savings and Investments (‘NS&I’) says it paid in 2013. Mrs D’s representative has dealt with this complaint and I am grateful for his assistance. But as this complai... (4 pages)View decision -
Decision Reference DRN-4793169
7 Jun 2024 Tandem Bank Limited UpheldBanking and PaymentsDRN-4793169 The complaint Mr S complains that Tandem Bank Limited hasn’t provided him the interest rate that was advertised when he opened a savings account with it. What happened In August 2023, Mr S opened a savings account with Tandem which was advertised as having an interest rate of 5... (2 pages)View decision -
Decision Reference DRN-4536680
7 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4536680 The complaint Mr D and Ms M complain that HSBC UK Bank Plc blocked their account and finally closed it. They would like a reason and their funds released. What happened Mr D and Ms M had a joint account with HSBC. In November 2022 the account was blocked. Mr D was given access ... (3 pages)View decision -
Decision Reference DRN-4682003
7 Jun 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-4682003 The complaint Mr B complains that eBay Commerce UK Ltd won’t close his account despite having made a request to and it having a zero balance. What happened Mr B was dissatisfied with the service he received from eBay and asked to close his account and withdraw money it was hold... (2 pages)View decision -
Decision Reference DRN-3963304
7 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963304 The complaint Mr R has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4827662
7 Jun 2024 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-4827662 The complaint Mr B complains that an appointed representative of The On-Line Partnership Limited trading as IN Partnership (“OLP”) failed to provide him with appropriate advice about the pension contributions he was receiving from his employer. What happened The advice that was... (3 pages)View decision -
Decision Reference DRN-4841407
7 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4841407 The complaint Ms K complains that Bank of Scotland plc, trading as Halifax, won’t refund money she lost when she fell victim to an investment scam. Ms K is being represented by solicitors in this complaint What happened Ms K met an individual “L” on an online dating site in Aug... (4 pages)View decision
