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 367928 results
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Decision Reference DRN-4880420
23 Dec 2024 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-4880420 The complaint Mr H complains about new terms and conditions that Virgin Money Unit Trust Managers Ltd introduced for his Individual Savings Account (ISA) which he doesn’t agree with. What happened Mr H held an ISA with Virgin and in September 2023 they wrote to him saying th... (2 pages)View decision -
Decision Reference DRN-4880415
23 Dec 2024 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-4880415 The complaint Mrs H complains about new terms and conditions that Virgin Money Unit Trust Managers Ltd introduced for her Individual Savings Account (ISA) which she doesn’t agree with. Mrs H is being represented in her complaint by a family member. For ease I will refer to a... (2 pages)View decision -
Decision Reference DRN-3994017
23 Dec 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3994017 The complaint Mr C complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (36 pages)View decision -
Decision Reference DRN-5182433
23 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5182433 The complaint Miss S complains about Liverpool Victoria Insurance Company Limited’s (“LV”) handling of her claim for internal water damage that she made on her buildings insurance policy. What happened In November 2022 Miss S made a claim on her LV hom... (3 pages)View decision -
Decision Reference DRN-5228537
23 Dec 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5228537 The complaint I, a limited company, is unhappy TIDE PLATFORM LTD (“Tide”) won’t refund the money it lost as a result of an Authorised Push Payment (APP) scam. I is represented by one of its directors Mr L - who fell victim to the scam – so for ease I have referred to him th... (4 pages)View decision -
Decision Reference DRN-4957886
23 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4957886 The complaint Mr A complains that Monzo Bank Ltd did not help him when he was the victim of a scam. What happened Mr A fell victim to a scam when he was contacted by an individual on a messaging platform. The individual said they had an investment opportunity Mr A could mak... (2 pages)View decision -
Decision Reference DRN-5227776
23 Dec 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5227776 The complaint Mr U says a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner’) gave him unsuitable advice to transfer part of his employment-based Royal London (‘RL’) Group Personal Pension (‘GPP’) into an SJP Retirement Account (‘RA’) – ‘the pension switc... (12 pages)View decision -
Decision Reference DRN-5228568
23 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5228568 The complaint Mrs B complains about the quality of a laptop which she purchased using her credit card supplied by HSBC UK Bank Plc (“HSBC”). What happened I sent Mrs B and HSBC my provisional findings on this complaint on 5 December 2024. A copy of that decision is attached ... (5 pages)View decision -
Decision Reference DRN-5003917
23 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5003917 The complaint Mr C complained because Bank of Scotland plc, trading as Halifax, refused to refund him for transactions he said he hadn’t authorised. What happened On 22 April 2024, Mr C contacted Halifax. He said he hadn’t authorised multiple payments to two merchants, goin... (2 pages)View decision -
Decision Reference DRN-5147772
23 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5147772 The complaint Mr A complains that Revolut Ltd did not help him when he was the victim of a scam. What happened Mr A fell victim to a scam when he was contacted by an individual on a messaging platform. The individual said they had an investment opportunity Mr A could make re... (2 pages)View decision
