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 365360 results
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Decision Reference DRN-4973685
27 Jan 2025 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4973685 The complaint Mr J complains that RBS Collective Investment Funds Limited delayed a withdrawal from his stocks and shares Individual Savings Account (ISA). What happened Mr J requested a withdrawal from his ISA in mid-January 2024. RBS told him the funds would reach his bank... (2 pages)View decision -
Decision Reference DRN-4833552
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833552 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened Mr T was using a genuine trading advice site, and was approached by scammers. They persuaded Mr T to send them over £... (3 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5253227
27 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253227 The complaint Miss G complains Revolut Ltd would not refund her sister £76 she transferred to Miss G’s Revolut account in error or close her account without her downloading the app and completing verification. What happened In May 2024 Miss G’s sister sent a payment of £76 t... (3 pages)View decision -
Decision Reference DRN-5246220
27 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5246220 The complaint Mrs T complains about Vitality Health Limited’s decision to turn down her claim for physiotherapy under her private medical insurance cover. What happened Mrs T held private medical insurance cover with Vitality. In December 2022, Mrs T asked Vitality to autho... (2 pages)View decision -
Decision Reference DRN-5245507
27 Jan 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5245507 The complaint G, a company, complains about the premium increase Hiscox Underwriting Limited trading as Hiscox (‘Hiscox’) have applied to its professional indemnity insurance policy. G is also unhappy with how claims were handled under that policy as well as the impact this... (4 pages)View decision -
Decision Reference DRN-5288067
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5288067 The complaint Mr L complains about Accredited Insurance (Europe) Ltd (“AIL”) and the valuation they placed on his car following its involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-5258748
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5258748 The complaint Mr and Mrs C’s complaint is about their mortgage account held with Bank of Scotland plc trading as Halifax. Mr and Mrs C are unhappy that, when their mortgage term was due to expire, Halifax refused to extend the term. Mr and Mrs C are also unhappy that their m... (5 pages)View decision -
Decision Reference DRN-5241379
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5241379 The complaint Mr and Mrs L complain that Bank of Scotland plc has declined to refund direct debit payments under the direct debit guarantee scheme. What happened How the complaint arose Mr and Mrs L have a joint personal account, which is at the centre of this complaint. The... (4 pages)View decision -
Decision Reference DRN-5160538
27 Jan 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5160538 The complaint Mr M has complained that HSBC Life (UK) Limited declined his income protection claim and has also complained about the service he received. What happened The background to this complaint is well known to both parties, so I won’t repeat all the details again her... (3 pages)View decision
