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 365360 results
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Decision Reference DRN-4638420
22 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4638420 The complaint Mr and Mrs H complained that U K Insurance Limited (UKI) damaged their shower tray when investigating a claim / making repairs following leak. Mr and Mrs H were insured under a home emergency policy. What happened Mr and Mrs H reported a leak from their upstairs e... (2 pages)View decision -
Decision Reference DRN-4502737
22 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4502737 The complaint Mr T1 complains that HSBC UK Bank Plc didn’t honour a cheque issued on his account. Mr T1 is represented in this complaint by a family member - Mr T2, who has also complained about the service he received from HSBC. What happened Mr T1 holds an account with HSBC. ... (4 pages)View decision -
Decision Reference DRN-4341580
22 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4341580 The complaint Mr W has complained The Co-operative Bank plc won’t refund him for five payments made from his account without his authorisation to another bank account he held. What happened Mr W holds three accounts with the Co-op, including a current and a savings account. On ... (2 pages)View decision -
Decision Reference DRN-4281487
22 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4281487 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund over £35,000 he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell v... (3 pages)View decision -
Decision Reference DRN-4583488
22 Feb 2024 Chalfont Investment Consultants Limited Not upheldInsuranceDRN-4583488 The complaint Mr and Mrs H complain that Chalfont Investment Consultants Limited (‘Chalfont’) failed to write the whole of life policy they took in trust to mitigate an inheritance tax (‘IHT’) liability. They say they’ve suffered a loss as a result, because they’ve been paying ... (3 pages)View decision -
Decision Reference DRN-4573782
22 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4573782 The complaint Mr S says AA Underwriting Insurance Company Limited (AA) provided poor service when he claimed on his motor insurance policy and that it failed to ensure his car was fully repaired. What happened Mr S’s car slid in some snow and collided with a gate in March 2023.... (2 pages)View decision -
Decision Reference DRN-4611186
22 Feb 2024 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-4611186 The complaint Mr A complains about the advice HARBOUR ROCK CAPITAL LIMITED (‘Harbour Rock’) gave to him concerning the transfer of benefits from his defined-benefit (‘DB’) occupational pension schemes to a personal pension. He says the advice was unsuitable for him and believes... (8 pages)View decision -
Decision Reference DRN-4588784
22 Feb 2024 Close Brothers Limited UpheldConsumer CreditDRN-4588784 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, was of an unsatisfactory quality. What happened In April 2022, Mr W was supplied with a used car through a hire purchas... (4 pages)View decision -
Decision Reference DRN-4205107
22 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4205107 The complaint Mr K complains that Santander won’t refund over £19,000 he lost to an investment scam in September 2022. What happened The details of this complaint are well known to both parties so I won’t repeat everything again here. In brief summary, Mr C fell victim to a cry... (7 pages)View decision -
Decision Reference DRN-4512021
22 Feb 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4512021 The complaint Mr B complains about Nutmeg Saving and Investment Limited (‘Nutmeg’). He says that it gave him incorrect information about how he could secure a £100 bonus on a new account. Putting this right caused him a significant amount of distress and inconvenience. What hap... (3 pages)View decision
