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 369228 results
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Decision Reference DRN-4862525
14 Jan 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4862525 The complaint The estate of Mrs S complained about The Prudential Assurance Company Limited (The Prudential). The executors have tried to get The Prudential to pay an inheritance tax bill using a HMRC form, but they have said it has refused. They said this has cost the estat... (3 pages)View decision -
Decision Reference DRN-5078080
13 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5078080 The complaint Miss M’s complaint is about Nationwide Building Society’s refusal to reimburse her money she says she lost due to an investment scam. Miss M is represented by CEL Solicitors in this matter. I will refer to Miss M solely in this decision for ease of reading. Wh... (3 pages)View decision -
Decision Reference DRN-5215643
13 Jan 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5215643 The complaint Mr S complains about the way that Nelson Insurance Company Ltd (“Nelson”) handled a claim made against him following a road traffic accident. Any reference to Nelson in this decision includes its appointed agents and representatives. What happened In October 20... (3 pages)View decision -
Decision Reference DRN-5217966
13 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5217966 The complaint Mrs S is unhappy with TSB Bank plc. Her online accounts couldn’t be accessed. But Mrs S suggested it was more than that. She said the bank, counter services, cash machines, everything wasn’t working. What happened Mrs S complained and said she was told she wou... (3 pages)View decision -
Decision Reference DRN-5221424
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5221424 The complaint Mr S is unhappy with the service he received from Santander UK Plc surrounding a transfer that he wanted to make. What happened Mr S went into a Santander branch to instruct a transfer of £8,250 from his account. Santander’s branch staff explained to Mr S that ... (3 pages)View decision -
Decision Reference DRN-5258538
13 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5258538 The complaint Mr J complains that Vanquis Bank Limited (Vanquis) defaulted his account. What happened Mr J had a credit card from Vanquis. The limit was £3,000. In the middle of 2023, he ran into difficulty as he had lost his job, suffered from a difficult relationship break... (3 pages)View decision -
Decision Reference DRN-5253895
13 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5253895 The complaint Mrs W complains about Aviva Life & Pensions UK Limited (Aviva) delays and poor service in connection with a request to transfer her personal pension to a Qualifying Recognised Overseas Pension (QROPS). What happened Mrs W lives overseas. She held a person... (11 pages)View decision -
Decision Reference DRN-5233651
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5233651 The complaint Mr B complains about the service provided by HSBC UK Bank Plc trading as first direct (‘first direct’) after it blocked and then reversed a payment he wanted to send. What happened Using first direct’s online banking service, Mr B set up a new payee and input ... (3 pages)View decision -
Decision Reference DRN-5224289
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5224289 The complaint Mr and Mrs R have complained that HSBC UK Bank Plc (“HSBC”) failed to protect them from an investment scam, and hasn’t refunded the money they lost as a result. What happened The background of this complaint is already known to both parties, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision
