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-4436820
1 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4436820 The complaint Mr B complains about the way in which TSB Bank plc (“TSB”) handled his disputed transaction claim. What happened Mr B purchased an aquarium from a merchant and entered into a finance agreement with DivideBuy (“DB”). The loan repayments were made from Mr B’s TSB ac... (2 pages)View decision -
Decision Reference DRN-4473748
1 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4473748 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) took too long to locate his missing funds and return them to him. He wants compensation to reflect the distress and inconvenience caused. What happened In early May 2023 Mr B made an internation... (2 pages)View decision -
Decision Reference DRN-4656367
1 Mar 2024 Financial Administration Services Limited UpheldInvestmentsDRN-4656367 The complaint Miss F has complained about Financial Administration Services Limited (Fidelity). She said she was unable to transfer money from her investment account held with Fidelity to a bank account with a third party. She said Fidelity caused a lengthy delay and this has c... (7 pages)View decision -
Decision Reference DRN-4278822
1 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4278822 The complaint Mr P complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr P is represented by solicitors in this complaint. What happened Mr P’s representative says that in October 2021, an individual who ... (3 pages)View decision -
Decision Reference DRN-4534435
1 Mar 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4534435 The complaint Mr M has complained that Advantage Insurance Company Limited wrongly and unfairly recorded a claim against his motor policy for a car that he never bought. What happened Mr M was intending to buy a car. So, he asked Advantage to set up the policy for it with cover... (2 pages)View decision -
Decision Reference DRN-4465701
1 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4465701 The complaint Mr and Mrs W complain that they were misled by an adviser from Santander UK Plc that affordability would not be an issue when they came to applying to port their mortgage, but Santander then refused their mortgage application because of affordability. What happene... (3 pages)View decision -
Decision Reference DRN-4362802
1 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4362802 The complaint Ms A complains that Aviva Insurance Limited unfairly avoided her car insurance policy and declined her claim. Ms A is represented on this complaint. For ease of reading, I’ve referred to Ms A throughout. What happened Ms A’s car was damaged, so she claimed on her ... (3 pages)View decision -
Decision Reference DRN-4371536
1 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4371536 The complaint Mr A complains that Tesco Personal Finance PLC (“Tesco”) didn’t fairly respond to his claim under Section 75 of the Consumer Credit Act 1974 (“the CCA”) relating to payments he made when purchasing a holiday club product. What happened In November 2018, Mr A atten... (4 pages)View decision -
Decision Reference DRN-4566404
1 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4566404 The complaint Mrs L complains Nationwide Building Society incorrectly cancelled her credit card and have provided her with poor service since that happened. What happened On 27 January 2023 Mrs L called Nationwide to report she’d had her credit card stolen while she was on holi... (3 pages)View decision -
Decision Reference DRN-4617427
1 Mar 2024 Birchwood Independent Financial Advisers Limited Not upheldInvestmentsDRN-4617427 The complaint Mr and Mrs B complain that Birchwood Independent Financial Advisers Limited (“Birchwood”) gave them incorrect advice to encash two mortgage endowment policies. They say they’ve since found out it would have been more beneficial for them to have taken out a loan ag... (3 pages)View decision
