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-4587101
7 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4587101 The complaint Mr I complains Admiral Insurance (Gibraltar) Limited unfairly avoided his home insurance policy and declined a claim for a stolen watch. What happened The Investigator set out his understanding of the complaint and his recommendation that it should be upheld as fo... (3 pages)View decision -
Decision Reference DRN-4191695
7 Feb 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4191695 The complaint Mr A complains that Trading 212 UK Limited (“Trading 212”) failed in its obligations to protect him against what he considers having been fraudulent investments. What happened Mr A opened his account with Trading 212 in July 2020. Mr A went on to make investments ... (3 pages)View decision -
Decision Reference DRN-4171235
7 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4171235 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam. What happened On 19 May 2022, Mrs C booked a holiday for herself and four family members ... (3 pages)View decision -
Decision Reference DRN-4547807
7 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547807 The complaint Mr F complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment scam. What happened What Mr F says: Mr F was looking to make investments and in February 2017, he found out about an investment company (which I will call ‘A’) through Facebook... (6 pages)View decision -
Decision Reference DRN-4347058
7 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4347058 The complaint Mr H complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for a holiday club membership. His partner is also involved in his complaint. What happened Mr H and his partner entered into... (4 pages)View decision -
Decision Reference DRN-4120886
7 Feb 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4120886 The complaint Mrs A complains about the way HSBC UK Bank Plc tried to encourage her to invest with it and the process it followed when it she agreed to discuss her circumstances with it. She says she only agreed to the report it produced, and is now charging her a fee for, beca... (4 pages)View decision -
Decision Reference DRN-4437465
7 Feb 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-4437465 The complaint Mr B complains Paragon Bank PLC (Paragon) failed to carry out his instructions to transfer his ISA to another provider. What happened Mr B says in late May 2023 he arranged for his Individual Savings Account (ISA) to be transferred from Paragon to another provider... (3 pages)View decision -
Decision Reference DRN-4551887
7 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4551887 The complaint Mrs C complains about how Haven Insurance Company Limited handled a claim made on her motor insurance policy. Mrs C also complains about the service received and time taken by Haven - she’s still without her car nearly two years after the accident which led to her... (3 pages)View decision -
Decision Reference DRN-4499911
7 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4499911 The complaint Ms D is unhappy that Lloyds Bank PLC consider her to be personally liable for a Bounce Back Loan (“BBL”) What happened Ms D has outlined her complaint as follows: Ms D was a sole trader who operated a business which I’ll refer to as ‘DS’. On 1 January 2020, DS was... (4 pages)View decision -
Decision Reference DRN-4586476
7 Feb 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4586476 The complaint Mrs S complains about DG General Insurance Limited (DG), regarding a claim under her mobile phone insurance policy for damage to her phone. DG uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. Reference... (3 pages)View decision
