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 118878 results
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Decision Reference DRN-3314441
5 Dec 2022 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3314441 The complaint Mr D complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. AJH Financial Services Limited is responsible for answering this complaint and so to keep things consistent, I... (10 pages)View decision -
Decision Reference DRN-3834907
5 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3834907 The complaint Mr and Mrs S complain that AWP P&C SA paid only part of their claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in fu... (3 pages)View decision -
Decision Reference DRN-3747367
5 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3747367 The complaint Mr F is unhappy that HSBC UK Bank Plc gave him poor customer service when he experienced issues with mobile banking. What happened On 1 May 2022, Mr F wrote to his local branch asking for assistance with issues he was experiencing using his banking app which he’d ... (4 pages)View decision -
Decision Reference DRN-3809453
5 Dec 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3809453 The complaint Mr P complains about the quality of a used vehicle supplied by MotoNovo Finance Limited under a hire purchase agreement (HPA). What happened Mr P got this van near the end of October 2020 for social and commuting use. In early February 2021 it broke down and he co... (7 pages)View decision -
Decision Reference DRN-3780382
5 Dec 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3780382 The complaint Mr M has complained about delays caused by Lloyds Bank General Insurance Limited (Lloyds) following a claim under his home insurance policy. References to Lloyds include companies and contractors acting on its behalf. What happened Mr M had an escape of water in a... (6 pages)View decision -
Decision Reference DRN-3654583
5 Dec 2022 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-3654583 The complaint Mr L complains about the advice KBFS Financial Limited gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. At the ... (16 pages)View decision -
Decision Reference DRN-3780531
5 Dec 2022 Wirex Limited UpheldBanking and PaymentsDRN-3780531 The complaint Ms B complains that Wirex Limited blocked her account. What happened Ms B had an account with Wirex. The service allowed her to hold both money and cryptocurrency. In April 2021, Wirex blocked the account. It said it had temporarily limited Ms B’s account while it... (3 pages)View decision -
Decision Reference DRN-3841292
5 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3841292 The complaint Mr H complains the Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (6 pages)View decision -
Decision Reference DRN-3838104
5 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3838104 The complaint Mr D complained that Nationwide Building Society made a SWIFT payment in the wrong currency and this resulted in an exchange rate loss. What happened I issued my provisional decision on this complaint on 20 October 2022. This is what I said: What happened Mr D wis... (4 pages)View decision -
Decision Reference DRN-3841295
5 Dec 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3841295 The complaint Miss B complains that J D Williams & Company Limited trading as Simply Be irresponsibly increased the credit limit on her mail order account so she couldn’t afford the repayments. She also complains about the way it dealt with her account after she complained ... (4 pages)View decision
