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 370904 results
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Decision Reference DRN-5407910
17 Apr 2025 Prosperity (GB) Ltd Not upheldInvestmentsDRN-5407910 The complaint Mr E has complained about how Prosperity (GB) Ltd (PGBL) managed his portfolio. In particular, he is unhappy that they didn’t do more to mitigate losses he suffered. What happened Mr E has an investment portfolio, which PGBL provided a managed advisory service ... (2 pages)View decision -
Decision Reference DRN-4998622
17 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4998622 The complaint Mrs D complains that Metro Bank PLC won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in ... (4 pages)View decision -
Decision Reference DRN-4921572
17 Apr 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4921572 The complaint Mr A complains that The Royal Bank of Scotland Plc (“RBS”) didn’t fairly deal with a claim he made under Section 75 (“S75”) of the Consumer Credit Act 1974 (“CCA”) in relation to a purchase he made with a supplier. What happened Mr A has a credit card with RBS.... (3 pages)View decision -
Decision Reference DRN-5016642
17 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5016642 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money has unfairly declined her claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened Mrs B purchased some wine glasses from an auction house. The total purchase price was £... (4 pages)View decision -
Decision Reference DRN-5494628
17 Apr 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5494628 The complaint Mr K complains that Starling Bank Limited erroneously recorded adverse data on his credit file. What happened The background to this complaint is well known to both parties, so what follows is a brief summary of events: Mr K had an unarranged overdraft debt ... (3 pages)View decision -
Decision Reference DRN-5226430
17 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5226430 The complaint Mrs D complains that Monzo Bank Ltd won’t refund the money they lost after they fell victim to an Authorised Push Payment (“APP”) scam, whereby she sent money to an account held at Monzo. What happened The background to this complaint is well known by both par... (3 pages)View decision -
Decision Reference DRN-5344970
17 Apr 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5344970 The complaint Mr M complains about the advice he was given in relation to the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has caused... (10 pages)View decision -
Decision Reference DRN-5334813
17 Apr 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5334813 The complaint Mr T has complained about the administration of his travel insurance policy by Astrenska Insurance Limited, in particular the increase in premium following a change in health declaration. For simplicity, all references to Astrenska include its appointed agents.... (2 pages)View decision -
Decision Reference DRN-5493737
17 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5493737 The complaint Mr F, who is represented, complains that Barclays Bank UK PLC won’t reimburse him money he lost after falling victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ll summarise them briefly below. ... (4 pages)View decision -
Decision Reference DRN-4977266
17 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4977266 The complaint Ms G complains Wise Payments Limited (“Wise”) didn’t do enough to protect her when she fell victim to a scam. What happened Ms G said she read an article on social media involving the promotion of cryptocurrency by celebrities. Ms G said she clicked a link whi... (4 pages)View decision
