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-4550994
17 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4550994 The complaint Mr C complains that Accredited Insurance (Europe) Limited have provided a poor standard of service when dealing with his claim regarding a leak, offered an inadequate settlement, delayed in completing repairs, provided poor quality repairs, and not compensated him... (4 pages)View decision -
Decision Reference DRN-4736425
17 Apr 2024 Alpha Partnership (IFA) Ltd UpheldInvestmentsDRN-4736425 The complaint Mrs M complains that Alpha Partnership (IFA) Ltd should have advised her to convert her investments to cash earlier than it did. She says, in summary, that Alpha: Disregarded her particular need – to repay her mortgage. Didn’t warn her about the drop in value of... (13 pages)View decision -
Decision Reference DRN-4691546
17 Apr 2024 Close Brothers Limited UpheldInvestmentsDRN-4691546 The complaint Mrs B complains about the administration of a transfer of her ISA by Close Brothers Limited. She says it unfairly delayed matters, which in turn caused her a financial loss. Mrs B is represented by her husband, Mr B, in bringing the complaint. What happened Mrs B ... (4 pages)View decision -
Decision Reference DRN-4674591
17 Apr 2024 BISL Limited UpheldInsuranceDRN-4674591 The complaint Mr B complains that BISL Limited (BISL) cancelled his motor insurance policy in error. This meant setting up a new policy with a much higher premium. What happened Mr B says BISL accepts it cancelled his policy due to a system error. This meant he was uninsured fr... (3 pages)View decision -
Decision Reference DRN-4704291
17 Apr 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4704291 The complaint Mr W has complained about how Telefonica UK Limited trading as O2 dealt with him in relation to fixed sum loan agreements he’d taken out to buy devices. What happened Mr W bought two devices using fixed sum loan agreements with Telefonica in August 2022. Telefonic... (3 pages)View decision -
Decision Reference DRN-4717022
17 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4717022 The complaint Mr D is unhappy that HSBC UK Bank Plc can’t provide him with a copy of a cheque he deposited into his account. What happened Mr D deposited a cheque for £1,000 from a third-party bank (“Bank X”) into his HSBC account. Some time later, Mr D asked HSBC to provide a ... (2 pages)View decision -
Decision Reference DRN-4664744
17 Apr 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4664744 The complaint Mr P complains that, despite having asked about charges previously, he’s only just become aware that by consolidating his two pension plans with Standard Life Assurance Limited (Standard Life) he would save a significant amount of money in charges. He thinks that ... (8 pages)View decision -
Decision Reference DRN-4462923
17 Apr 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-4462923 The complaint Mrs P complains that Leasys UK Ltd charged her for the cost of her hired car when it was written off in an accident. What happened In November 2019 Mrs P hired a car from Leasys for three years. In October 2022, she made her last monthly payment, and she arranged ... (2 pages)View decision -
Decision Reference DRN-4545623
17 Apr 2024 Nationwide Building Society Not upheldMortgagesDRN-4545623 The complaint Mr M complains about the very poor service he has received from Nationwide Building Society in connection with his mortgage. He also complains about the amount of redress it has paid him to put matters right. What happened Mr M held a mortgage with Nationwide join... (3 pages)View decision -
Decision Reference DRN-4744749
17 Apr 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4744749 The complaint Mr P is unhappy that Shawbrook Bank Limited have refused to pay him around 15 days’ worth of interest on his savings account. What happened On 3 May 2023, Mr P opened a new easy access saver account. He then transferred around £81,000 into the account on 15 May 20... (4 pages)View decision
