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-4654777
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4654777 Complaint Mr H is unhappy that Santander UK Plc didn’t reimburse him after he fell victim to a scam. Mr H has brought this complaint with the assistance of a professional representative, but for simplicity’s sake, I’ve generally referred to Mr H throughout the text of the decis... (4 pages)View decision -
Decision Reference DRN-4652432
1 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4652432 The complaint Mr and Mrs F complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim under their landlord policy. Any reference to Mr and Mrs F or AXA refers to any respective agents or representatives. What happened The background of this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-4633144
1 Mar 2024 HSBC Life (UK) Limited Not upheldInsuranceDRN-4633144 The complaint Mrs M is unhappy that HSBC Life (UK) Limited declined a claim she made on her employer’s group income protection scheme. What happened Mrs M claimed on her employer’s group income protection policy. She complains that HSBC declined the claim and says they didn’t h... (2 pages)View decision -
Decision Reference DRN-4647654
1 Mar 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4647654 The complaint Mr A has complained about his mortgage he holds with The Royal Bank of Scotland Plc (“RBS”). What happened Mr A applied for this mortgage in 2006. The mortgage offer that was issued on 6 December 2006 showed an initial borrowing amount of £250,000 on an interest o... (6 pages)View decision -
Decision Reference DRN-4601951
1 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4601951 The complaint Mr M complains due to an issue with his HSBC UK Bank plc (HSBC) online banking platform he was unable to transfer funds into an investment with another provider. What happened Mr M says in mid-September 2023 he was experiencing issues with his HSBC online banking ... (3 pages)View decision -
Decision Reference DRN-4653704
1 Mar 2024 Fleet Mortgages Ltd Not upheldMortgagesDRN-4653704 The complaint M – a limited company – complains that Fleet Mortgages Ltd incorrectly issued offers for nine buy-to-let mortgages. As a result, M was not able to complete those mortgages. When it reapplied, the applications were declined. What happened The director of M – Mr C –... (2 pages)View decision -
Decision Reference DRN-4513201
1 Mar 2024 ITI Capital Limited UpheldInvestmentsDRN-4513201 The complaint Mr R complains about the poor customer service that he received from ITI Capital Limited. What happened In 2022 Mr R complained about the poor customer service provided by ITI including that his holdings in Fastjet and Grifinity couldn’t be sold or transferred to ... (3 pages)View decision -
Decision Reference DRN-4543710
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4543710 The complaint Mr G has complained about the way Admiral Insurance (Gibraltar) Limited dealt with his claim for repairs under his car insurance policy. What happened In June 2022 Mr G was involved in a car incident involving another vehicle that left the scene. Mr G wasn’t able ... (4 pages)View decision -
Decision Reference DRN-4583803
1 Mar 2024 Skipton Building Society UpheldPensions and AnnuitiesDRN-4583803 The complaint Mrs M complains about advice from the Skipton Building Society (Skipton). What happened Mrs M said that in 2017 she was given advice by Skipton to contribute to her employer’s additional voluntary contribution pension ( AVC pension). She said she lost out on lump ... (10 pages)View decision -
Decision Reference DRN-4652555
1 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4652555 The complaint Mr G complains Wise Payments Limited (Wise) is holding him liable for two payments he didn’t authorise. What happened In late 2023, Mr G received a call from someone claiming to be from Amazon. They said his account had been hacked and his banking details were the... (3 pages)View decision
