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 371633 results
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Decision Reference DRN-5500811
20 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5500811 The complaint Mr B complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this c... (2 pages)View decision -
Decision Reference DRN-5583117
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583117 The complaint A limited company, which I will refer to as G, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5583121
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583121 The complaint A limited company, which I will refer to as L, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5639118
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5639118 The complaint Mr C has complained Nationwide Building Society failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. I issued my provisional decision on 30 May 2025 not upholding this complaint. However, I wanted to give both s... (3 pages)View decision -
Decision Reference DRN-5580929
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5580929 The complaint Mrs E’s son Mr E is unhappy with Bank of Scotland plc trading as Halifax. Mr E held a Lasting Power of Attorney (LPA) on Mrs E’s account. But he found that Halifax had removed his online access to the account. Throughout the decision I’m referring to Mr E who ... (3 pages)View decision -
Decision Reference DRN-5396559
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5396559 The complaint Mrs W complains about Nationwide Building Society. She says that she has been the victim of a scam and would like Nationwide to refund her the money she has lost as a result. What happened In August 2020, Mrs W made two payments of £10,000 to a company I will... (3 pages)View decision -
Decision Reference DRN-5222556
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222556 The complaint Mr V, who is represented, complains that Santander failed to reimburse him in full after he was defrauded of funds. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr V was introduced to... (3 pages)View decision -
Decision Reference DRN-5639106
20 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5639106 The complaint Mr W has a self-invested personal pension (SIPP) with London & Colonial Services Limited (L&C) now Pathlines Pensions UK Limited. Mr W says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate investm... (41 pages)View decision -
Decision Reference DRN-5621859
20 Jun 2025 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-5621859 The complaint A company, which I’ll refer to as S, complains that Hampshire Trust Bank Plc (Hampshire) were responsible for delays in considering its application for a loan. In bringing this complaint, S is represented by its director who I’ll refer to as Mr E. What happen... (9 pages)View decision -
Decision Reference DRN-5604970
20 Jun 2025 Worldwide Hole'N One Ltd Not upheldInsuranceDRN-5604970 The complaint A limited company “S” complains Worldwide Hole'N One Ltd (“Worldwide”) mis-sold a Cancellation and Abandonment insurance policy. Ms B, a director of S brings the complaint on its behalf. What happened S was arranging an event which was taking place over se... (2 pages)View decision
