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 360264 results
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Decision Reference DRN-5071994
15 Nov 2024 HSBC Life (UK) Limited Not upheldInsuranceDRN-5071994 The complaint Mr W is unhappy with his HSBC Life (UK) Limited (‘HSBC’) over-50s plan. What happened In 2010 Mr W took out over-50s life cover with HSBC. It provided a guaranteed benefit of £3,240 if Mr W paid premiums until the age of 90 or if he passed away earlier. In Dece... (2 pages)View decision -
Decision Reference DRN-4986182
15 Nov 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4986182 The complaint Mr D complains about the way St. James's Place Wealth Management Plc (SJP) have treated him and managed their advisory relationship. In particular, he feels they have unfairly removed the service they were providing him. What happened Mr D has an investmen... (2 pages)View decision -
Decision Reference DRN-4985634
15 Nov 2024 Covea Insurance plc UpheldInsuranceDRN-4985634 The complaint A limited company, which I will refer to as W, complains about the settlement of its commercial motor insurance claim by Covea Insurance plc. What happened The following is intended only as a brief summary of the relevant events. Additionally, even where other ... (3 pages)View decision -
Decision Reference DRN-4607796
15 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4607796 The complaint Mr W complains about Bank of Scotland plc (trading as Halifax). He says that Halifax didn’t do enough to protect him when he became the victim of a scam and would like to refund him the money he has lost as a result. What happened Mr W was looking to purchase... (4 pages)View decision -
Decision Reference DRN-4923030
15 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4923030 Complaint Miss A is unhappy that Wise Payments Limited didn’t refund her losses after she told it she’d fallen victim to a scam. Background In 2022, Miss A made contact with an individual involved in a trading group on a social messaging platform. He claimed to provide coach... (3 pages)View decision -
Decision Reference DRN-5147265
15 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5147265 The complaint Mr J complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr J has an account with Revolut which he opened during this scam at the suggestion of the scammer. He also has an account with a business who I’... (5 pages)View decision -
Decision Reference DRN-5150676
15 Nov 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-5150676 The complaint Ms S complains about a car she got under a hire-purchase agreement with MotoNovo Finance Limited. She says that over time the car has presented several significant faults and that it was not of satisfactory quality. Background to this decision I recently issu... (4 pages)View decision -
Decision Reference DRN-5127634
15 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5127634 The complaint Mr T complains that Bank of Scotland plc (trading as Halifax) closed his bank account without providing an explanation. He is also unhappy with the customer service he received in branch. What happened The circumstances that led to this complaint are well know... (3 pages)View decision -
Decision Reference DRN-5036242
15 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5036242 The complaint T complain HSBC UK Bank Plc (“HSBC”) restricted their accounts and later only partially released some of their funds despite sending it sufficient evidence of their proof of entitlement. T are also unhappy HSBC caused avoidable delays, didn’t provide an explana... (6 pages)View decision -
Decision Reference DRN-5108143
15 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5108143 The complaint Mrs M and Mr M complain about the repairs that Admiral Insurance (Gibraltar) Limited made to their car following a claim on their motor insurance policy. Mr M is a named driver on his wife Mrs M’s policy. What happened Mrs M’s car was damaged in an accident an... (2 pages)View decision
