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 355536 results
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Decision Reference DRN-4998285
2 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4998285 The complaint A company which I’ll call ‘B’ complains that HSBC UK Bank Plc behaved unreasonably when it requested a deed of priority which caused it a financial loss. The complaint is brought on B’s behalf by one of its directors, Miss K. What happened B held existing bor... (3 pages)View decision -
Decision Reference DRN-4996495
2 Sep 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4996495 The complaint Mr N complains about a motorbike supplied to him on finance by Blue Motor Finance Ltd (‘BM’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. BM supplie... (6 pages)View decision -
Decision Reference DRN-4616940
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4616940 The complaint Ms P complains that Monzo Bank Ltd hasn’t done enough to assist her in recovering money she paid with her debit card for goods she bought from an online retailer. What happened While online, Ms P bought some clothing from a retailer “R”. She used a Monzo debit... (2 pages)View decision -
Decision Reference DRN-4998091
2 Sep 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4998091 The complaint Miss G complains that Hastings Insurance Services Limited (Hastings) provided her with faulty equipment and a poor standard of service, which resulted in it unfairly cancelling her motor insurance policy. What happened Miss G agreed a telematics policy with Ha... (3 pages)View decision -
Decision Reference DRN-4973099
2 Sep 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4973099 The complaint Mr and Mrs M complain that they missed out on a lower interest rate product due to unclear information from HSBC UK Bank Plc. What happened Mr and Mrs M’s interest rate product was due to expire in August 2023. They wanted to extend the term of their mortgage a... (3 pages)View decision -
Decision Reference DRN-4998121
2 Sep 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4998121 The complaint Mr M complains that J.P. Morgan Europe Limited trading as Chase unfairly blocked and closed his account without providing a proper explanation. He is also unhappy about the amount of time taken for Chase to release money in his account back to him. What happene... (3 pages)View decision -
Decision Reference DRN-4829909
2 Sep 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4829909 The complaint Ms R, through her representatives, says she was mis-sold a Free Standing Additional Voluntary Contribution plan (FSAVC) by Scottish Widows Limited, trading as Clerical Medical. Ms R is represented by Greg Vaughan Financial Services (GVFS). What happened In Ju... (3 pages)View decision -
Decision Reference DRN-4992838
2 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4992838 The complaint Mrs B complains that Lloyds Bank PLC hasn’t refunded all the money she lost to a scam. What’s happened? Mrs B saw an advert on social media for an investment opportunity with a company I’ll refer to as ‘T’. She registered her interest and an investment manager ... (4 pages)View decision -
Decision Reference DRN-4770254
2 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-4770254 The complaint Mr A complains that Liverpool Victoria Financial Services Limited (“LVFS”) failed to transfer his pension savings to another provider in a timely manner. And he complains that the amount that was ultimately transferred was less than it should have been, either ... (3 pages)View decision -
Decision Reference DRN-4916661
2 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4916661 The complaint Mrs M and Mr M complain about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under their home insurance policy for the loss of a diamond from a ring. Lloyds use agents to administer the policy and to assess claims. References to Lloyds i... (4 pages)View decision
