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-3590016
2 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3590016 Complaint Mr A is unhappy that HSBC UK Bank Plc won’t reimburse him the money he lost to an investment scam. Background In 2019, Mr A was researching potential investment opportunities. As a result of his enquiries, he was contacted by an individual who offered him the chance t... (3 pages)View decision -
Decision Reference DRN-3361707
2 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3361707 The complaint Mr A complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (9 pages)View decision -
Decision Reference DRN-3825716
2 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3825716 The complaint Mr H complains that AWP P&C SA unfairly turned down a claim on his mechanical breakdown insurance policy. What happened Mr H bought a car which no longer covered by the manufacturer’s guarantee. At the time he also chose to purchase the manufacturer’s extended... (4 pages)View decision -
Decision Reference DRN-3784188
2 Dec 2022 Santander UK Plc UpheldConsumer CreditDRN-3784188 The complaint Mr W complains Santander UK Plc (“Santander”) lent to him irresponsibly since he was experiencing financial difficulties at the time he applied for the loan. Ms W brings the complaint on behalf of her son but I will refer to Mr W for ease. What happen... (3 pages)View decision -
Decision Reference DRN-3839072
2 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3839072 The complaint Mr F is complaining that HSBC UK Bank Plc didn’t process a chargeback claim he made for some faulty goods that he bought using his HSBC debit card. What happened In August 2020 Mr F bought two chairs online through a third-party company – who I shall refer to as S... (3 pages)View decision -
Decision Reference DRN-3456821
2 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3456821 The complaint Mr M complains Barclays Bank UK PLC didn’t action drawdown requests from his Open Plan Mortgage (OPM) facility in a timely manner. What happened In September 2021 Mr M requested to drawdown funds from his Barclays OPM facility; this request was increased in Octobe... (5 pages)View decision -
Decision Reference DRN-3839111
2 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3839111 The complaint G, a limited company, complains that AXA Insurance UK Plc unfairly declined a claim under their business protection insurance policy, and it caused delays in coming to this decision. Where I refer to AXA, this includes its agents and claims handlers. What happened... (5 pages)View decision -
Decision Reference DRN-3774606
2 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3774606 The complaint Mr D is unhappy with Covea Insurance plc’s decision to turn down a claim made under his Property Owners policy. All references to Covea include its appointed agents. Mr D is being represented in this complaint, but for ease of reading, I’ll refer to him directly. ... (4 pages)View decision -
Decision Reference DRN-3719448
2 Dec 2022 Unum Ltd UpheldInsuranceDRN-3719448 The complaint Mrs C is unhappy that Unum Ltd declined a claim made on a group income protection policy she has the benefit of. What happened Towards the end of January 2020, Mrs C became absent from work and was signed off sick by her GP with gastroenteritis up until the end of... (4 pages)View decision -
Decision Reference DRN-3652950
2 Dec 2022 Vale Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3652950 The complaint Mr D complains about the advice given by Vale Independent Financial Advisers Limited (“Vale”) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes ... (10 pages)View decision
