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 246785 results
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Decision Reference DRN-4423992
27 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4423992 The complaint Ms S complains that HSBC UK Bank Plc trading as first direct (first direct) wouldn’t refund money she lost in a scam. What happened What Ms S says: Ms S is represented by a third-party firm of solicitors, but I will refer to Ms S as the complainant. Ms S’ sister w... (9 pages)View decision -
Decision Reference DRN-4047035
27 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4047035 The complaint Miss D complains that HSBC UK Bank Plc trading as first direct bank did not refund a series of payment she has disputed. What happened Miss D returned from a holiday abroad and after reviewing her statements, found a number of transactions that she did not recogni... (2 pages)View decision -
Decision Reference DRN-4297575
27 Oct 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-4297575 The complaint Mr C complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What h... (12 pages)View decision -
Decision Reference DRN-4423713
27 Oct 2023 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4423713 The complaint Mr S has complained about his motor warranty provider Red Sands Insurance Company (Europe) Limited because it has declined his claim made when he identified an issue with his car’s differential. What happened In December 2022 Mr S heard a grinding noise whilst dri... (3 pages)View decision -
Decision Reference DRN-4368377
27 Oct 2023 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4368377 The complaint Mrs T and Mr T complain about Scottish Friendly Assurance Society Limited’s decision to decline Mr T’s claim for total and permanent disability (TPD) benefit under their life and critical illness policy. They also complain about delays in dealing with the claim. W... (4 pages)View decision -
Decision Reference DRN-4369802
27 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4369802 The complaint Mr E complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complain... (5 pages)View decision -
Decision Reference DRN-4288922
27 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4288922 The complaint A, a limited company, complains that Metro Bank PLC warned them their account could be closed after there was a dispute about a payment into their account. They would like an apology for this. What happened A holds accounts with Metro. In October 2022 the bank rec... (2 pages)View decision -
Decision Reference DRN-4409980
27 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4409980 The complaint Miss K complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under her motor insurance policy. What happened Miss K had a motor insurance policy with Advantage covering her car. On 11 January her car was damaged by a third-party dri... (4 pages)View decision -
Decision Reference DRN-4105762
27 Oct 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4105762 The complaint Mrs P complains that Startline Motor Finance Limited acted irresponsibly by approving her car finance application, because it wasn’t affordable for her. What happened Mrs P applied for a hire purchase (HP) agreement with Startline for a car. The finance was for £1... (5 pages)View decision -
Decision Reference DRN-4341524
27 Oct 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4341524 The complaint Mr B complains that Barclays Bank UK PLC overcharged him for his early repayment charge (“ERC”) and is unhappy with the service he has received. What happened Mr B had a mortgage with Barclays with two parts. One of these was on a fixed rate product with a fixed i... (2 pages)View decision
