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 367928 results
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Decision Reference DRN-4709162
28 Mar 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4709162 The complaint Mrs M has complained that Zurich Insurance Company Ltd (‘Zurich’) has unfairly declined her claim. All reference to Zurich includes any agents acting on its behalf. What happened Mrs M had a travel insurance policy, underwritten by Zurich. She made a claim as her ... (2 pages)View decision -
Decision Reference DRN-4596494
28 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4596494 The complaint Ms G complains that Shawbrook Bank Limited (‘Shawbrook’) treated her unfairly and unreasonably when it rejected her claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In November 2014 Ms G was on a holiday as part of her existing tim... (6 pages)View decision -
Decision Reference DRN-4708216
28 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4708216 The complaint Mr and Mrs M are unhappy with the way AWP P&C SA (‘AWP’) has settled their claim. All reference to AWP includes any agents acting on its behalf. What happened Mr and Mrs M have a travel insurance policy, underwritten by AWP. They made a claim for stolen items ... (2 pages)View decision -
Decision Reference DRN-4596758
28 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4596758 Complaint Mr J is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he fell victim to an investment scam. Background The facts of this case are well known to the parties so I don’t intend to set them out in full here. In summary, Mr J... (3 pages)View decision -
Decision Reference DRN-4714182
28 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4714182 The complaint Mrs F has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (‘Options’). Mrs F transferred her existing personal and workplace pensions to the SIPP to invest in a property-based investment scheme in Cap... (25 pages)View decision -
Decision Reference DRN-4430208
28 Mar 2024 JM Independent Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-4430208 The complaint Miss J has complained about advice she received from JM Independent Financial Advisers Ltd to partially transfer her personal pension to another pension provider. She says the funds recommended in the new pension weren’t in line with her attitude towards risk. She... (9 pages)View decision -
Decision Reference DRN-4519566
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4519566 The complaint Miss S complains National Westminster Bank PLC (NatWest) did not recover two online payments she made in error. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, but in summary: In June 202... (4 pages)View decision -
Decision Reference DRN-4452758
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4452758 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credi... (2 pages)View decision -
Decision Reference DRN-4531365
28 Mar 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4531365 The complaint Mrs F complains about some investment accounts that have been transferred to Hargreaves Lansdown Asset Management Limited (‘HLAM’). Mrs F’s complaint is that these transfers were poorly administered, and this has resulted in the new HLAM accounts having incorrect ... (5 pages)View decision -
Decision Reference DRN-4711944
28 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4711944 Complaint Mr C is unhappy that HSBC UK Bank Plc hasn’t reimbursed him after he fell victim to a scam. He has brought this complaint with the assistance of a professional representative, but for simplicity’s sake, I’ve generally referred to Mr C only throughout. Background In Ja... (4 pages)View decision
