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-4684944
19 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4684944 The complaint Mrs N complains that HSBC UK Bank Plc won’t refund all the money she lost when she was the victim of a scam. What happened In March 2023, Mrs N received a text message which appeared to come from HSBC saying there had been suspicious activity on her account and so... (5 pages)View decision -
Decision Reference DRN-4749038
19 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4749038 The complaint Dr M and Ms Y are unhappy with the decision made by U K Insurance Limited trading as Direct Line (UKI) following a claim for escape of water under their home insurance policy. Dr M and Ms Y are both parties to this complaint. Dr M has primarily dealt with this ser... (5 pages)View decision -
Decision Reference DRN-4567449
19 Apr 2024 Standard Life International dac Not upheldInvestmentsDRN-4567449 The complaint Mr W and Ms W have complained about the delay in the surrender of their Standard Life International dac (‘Standard Life’) International bond (‘the bond’) that they held in trust. They said the process was unwieldy as they had to send forms to each other to sign. T... (4 pages)View decision -
Decision Reference DRN-4741530
18 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4741530 The complaint Miss W complains that Zurich Insurance PLC declined her travel insurance claim. My references to Zurich include its claim handling agents. What happened Miss W had a single trip travel insurance policy, at the ‘Silver’ level, with cruise cover. The policy was insu... (3 pages)View decision -
Decision Reference DRN-4750988
18 Apr 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4750988 The complaint A company which I’ll call ‘M’ complains that WorldPay (UK) Ltd treated them unfairly when dealing with their merchant services account. The complaint is brought on M’s behalf by one of their directors, Mr S. What happened M had an agreement with WorldPay for it to... (8 pages)View decision -
Decision Reference DRN-4549275
18 Apr 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4549275 The complaint Mr W complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) unfairly recorded a default on his credit file. What happened Mr W had a loan with Tesco. In April 2023 the loan fell into arrears. Tesco sent texts and emails to Mr W asking him to mak... (2 pages)View decision -
Decision Reference DRN-4561781
18 Apr 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4561781 The complaint Mr E complains about the outcome of the review carried out by Quilter Financial Services Ltd (“Quilter”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this a... (10 pages)View decision -
Decision Reference DRN-4717814
18 Apr 2024 TM Advances Limited Not upheldConsumer CreditDRN-4717814 The complaint Mr C is being represented by a claims manager. He’s complaining about TM Advances Limited because he says it lent irresponsibly in granting him a loan he couldn’t afford. What happened In September 2021, Mr C took a loan with TM Advances for £2,500 with a monthly ... (2 pages)View decision -
Decision Reference DRN-4657413
18 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4657413 The complaint Mr W complains that Santander UK Plc requested identification during an ISA application and that he missed out on the 2022/2023 tax free savings allowance as a result. What happened On 5 April 2023 Mr W applied online for an ISA with Santander. But when the proces... (2 pages)View decision -
Decision Reference DRN-4692061
18 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4692061 The complaint Ms T says Capital One (Europe) plc irresponsibly lent to her. What happened Ms T applied online for a credit card in January 2022. Capital One approved her application and gave her a £500 credit limit. Ms T says it did not complete enough checks before lending and... (2 pages)View decision
