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 364862 results
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Decision Reference DRN-4424528
19 Feb 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4424528 The complaint A company, which I’ll refer to as M, complain that in 2020 WorldPay (UK) Limited (WorldPay) failed properly to set up its merchant account. M says that meant funds received from a number of e-commerce transactions were not paid into its account. In bringing this c... (4 pages)View decision -
Decision Reference DRN-4388008
19 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4388008 The complaint Miss K complains that Lloyds Bank PLC (“Lloyds”) have failed to refund over £5,000 she lost to an investment scam beginning in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-4630335
19 Feb 2024 Wesleyan Assurance Society UpheldInvestmentsDRN-4630335 The complaint Dr S complains that Wesleyan Assurance Society trading as Wesleyan incorrectly processed a withdrawal request from their ISA, when it should have been from their investment bond. What happened On 2 December 2019 Dr S sent Wesleyan an instruction to withdraw £6,000... (4 pages)View decision -
Decision Reference DRN-4464006
19 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4464006 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in around February 2020, Mr ... (4 pages)View decision -
Decision Reference DRN-4614739
19 Feb 2024 QIC Europe Ltd UpheldInsuranceDRN-4614739 The complaint Miss P complained about the unnecessary delays she experienced while QIC Europe Ltd (“QIC”) managed her claim under her home insurance policy. What happened Miss P made a complaint because of the length of time it took QIC and its contractors to progress her claim... (2 pages)View decision -
Decision Reference DRN-4277426
19 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4277426 The complaint Mr O and Ms O complain that Lloyds Bank General Insurance Limited turned down their buildings insurance claim. What happened Mr O and Ms O previously held buildings insurance cover with Lloyds Bank which covered a second property. On 18 October 2015, Mr O was cont... (3 pages)View decision -
Decision Reference DRN-4630797
19 Feb 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4630797 The complaint Mrs J is unhappy with the repair carried out by Assurant General Insurance Limited (Assurant) following a claim under her mobile phone insurance policy. What happened Mrs J has a packaged bank account which includes mobile phone insurance underwritten by Assurant.... (3 pages)View decision -
Decision Reference DRN-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision -
Decision Reference DRN-4599013
19 Feb 2024 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-4599013 The complaint Mr M complains that WPS Financial Group Limited (‘WPS’) 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... (4 pages)View decision -
Decision Reference DRN-4580260
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580260 The complaint Ms M complains Santander UK Plc treated her unfairly when it defaulted her account. To resolve matters, she’d like the default removed from her credit file. While the complaint has been brought with the assistance of a third party, for ease of read, I will refer t... (3 pages)View decision
