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-4368436
22 Feb 2024 UBS AG Not upheldPensions and AnnuitiesDRN-4368436 The complaint Mr S is a director of a company referred to as ‘Business A’ throughout the decision below. Mr S’s self-invested personal pension (‘SIPP’) is managed on a discretionary basis by UBS AG (‘UBS’). This complaint has been brought alongside others from additional direct... (6 pages)View decision -
Decision Reference DRN-4339089
22 Feb 2024 PayPal (Europe) S. UpheldBanking and PaymentsDRN-4339089 The complaint Miss G complains that PayPal (Europe) Sarl et Cie SCA failed to allocate refunds to her account in accordance with its terms and conditions. What happened Miss G has a regulated revolving credit account with PayPal. The terms and conditions of her credit agreement... (3 pages)View decision -
Decision Reference DRN-4609867
22 Feb 2024 UBS AG Not upheldPensions and AnnuitiesDRN-4609867 The complaint Mr S is a director of a company referred to as ‘Business A’ throughout the decision below. Mr S’s self-invested personal pension (‘SIPP’) is managed on a discretionary basis by UBS AG (‘UBS’). This complaint has been brought alongside others from additional direct... (6 pages)View decision -
Decision Reference DRN-3863135
22 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3863135 The complaint A company I’ll call L complains that HSBC Bank UK PLC (HSBC) blocked then closed its accounts and withdrew its Bounce Back Loan (BBL), without explaining why. L is represented by one of its directors, Mr Z. What happened On 13 September 2022, HSBC blocked L’s acco... (4 pages)View decision -
Decision Reference DRN-4600369
22 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600369 The complaint Mrs H is unhappy with HSBC UK Bank Plc. Mrs H wanted to transfer money to a family member abroad. This time it took longer than it had on previous occasions, HSBC asked more questions, Mrs H didn’t think the level of service was acceptable, and she wants confirmat... (2 pages)View decision -
Decision Reference DRN-4349157
22 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4349157 The complaint Mr R complains that Santander UK Plc stopped his cheque causing a financial loss. What happened In March 2023, prior to going on a trip, Mr R issued a cheque for £16,000 to his mortgage provider from his Santander account. This cheque payment was important as it w... (3 pages)View decision -
Decision Reference DRN-4639479
22 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4639479 The complaint Ms B complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her when a third party took advantage of her. What happened Ms B has a credit card with Virgin Money that she normally only ever uses for small transactions. Her card has a £7,0... (5 pages)View decision -
Decision Reference DRN-4544433
22 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4544433 The complaint Mr D is complaining about the amount esure Insurance Limited has paid to settle a claim he made on his car insurance policy. What happened In April 2023 Mr D’s car was damaged when it was hit by a third party’s vehicle. He contacted esure to claim for the damage. ... (2 pages)View decision -
Decision Reference DRN-4515610
22 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4515610 The complaint Miss P complains about liability for a claim under her motor insurance policy with AXA Insurance UK Plc trading as Swiftcover (AXA). References to AXA in this decision include their agents. What happened In February 2023 Miss P was involved in a collision with a t... (4 pages)View decision -
Decision Reference DRN-4624731
22 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4624731 The complaint Mr Q complains that Bank of Scotland plc trading as Halifax wouldn’t allow him to deposit cash into his account at the branch counter. He says he realised the cash was no longer with him whilst still in branch and wants Halifax to credit him the money, as well as ... (4 pages)View decision
