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-5148118
15 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5148118 The complaint Ms B complains that HSBC UK Bank Plc won’t refund money she lost when she fell victim to an investment scam. Ms B is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and ha... (4 pages)View decision -
Decision Reference DRN-4991510
15 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4991510 The complaint Mrs & Mr I complain that Admiral Insurance (Gibraltar) (“Admiral”) declined a claim under their home insurance policy for damage to their roof. When I mention Admiral, I also mean its contractors and suppliers. What happened Mrs & Mr I had a home insura... (4 pages)View decision -
Decision Reference DRN-5049096
15 Nov 2024 Lloyds Bank PLC Not upheldInvestmentsDRN-5049096 The complaint The estate of Mrs O complain that she was mis-sold a personal equity plan (PEP, now referred to as an ISA) by Lloyds Bank PLC (Lloyds). The estate is being represented with this complaint by a claims management company (CMC). What happened Following advice from... (2 pages)View decision -
Decision Reference DRN-4943154
15 Nov 2024 Hastings Financial Services Limited Not upheldConsumer CreditDRN-4943154 The complaint Mr S complains that Hastings Financial Services Limited trading as Hastings Direct (“Hastings Direct”) lent to him irresponsibly. What happened In March 2024, Mr S applied for a loan with Hastings Direct. The loan was for £10,000 over 60 months, with a monthly... (4 pages)View decision -
Decision Reference DRN-5148943
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5148943 The complaint Ms C complains about the service she received from Lloyds Bank PLC (“Lloyds”) when transferring her ISA over from another provider. What happened Ms C opened a fixed rate cash ISA with Lloyds on 25 April 2024. Ms C says she spent over an hour at a branch of Ll... (3 pages)View decision -
Decision Reference DRN-5047152
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5047152 The complaint Ms D is unhappy with the service she received from Phoenix Life Limited (Phoenix Life) when trying to access benefits from her pension. What happened Ms D had a personal pension scheme (PPS) with Phoenix Life. The original application form shows that Ms D sele... (7 pages)View decision -
Decision Reference DRN-5056328
15 Nov 2024 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-5056328 The complaint Miss E complains that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. has declined a claim under her mobile phone insurance policy. Where I refer to Telefonica, this includes the actions of its agents and claims handlers for which it takes responsi... (3 pages)View decision -
Decision Reference DRN-5052332
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5052332 The complaint Miss M says Lloyds Bank PLC irresponsibly lent to her. Her complaint has been brought through a representative but for ease I will refer solely to Miss M in this decision. What happened Miss M applied for £3,000 of overdraft facility across two current accounts... (3 pages)View decision -
Decision Reference DRN-5079586
15 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5079586 The complaint Mr C is unhappy that Inter Partner Assistance SA has declined to cover a claim he made on his travel insurance policy and with the service he received. What happened Mr C was on holiday with a relative, who I’ll refer to as Mr D, when he was involved in a road ... (5 pages)View decision -
Decision Reference DRN-5045874
15 Nov 2024 RAC Financial Services Ltd Not upheldInsuranceDRN-5045874 The complaint Mr I complains that RAC Financial Services Ltd (“RAC”) automatically renewed his rescue & recovery policy. What happened Mr I had a rescue & recovery insurance policy through RAC. He’d had cover with RAC for about seven years, renewing each summer. In M... (2 pages)View decision
