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 362196 results
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Decision Reference DRN-4600045
29 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600045 The complaint Mr and Mrs M complain that HSBC UK Bank Plc (HSBC) won’t refund them after they were the victims of an investment scam. Mr and Mrs M are being represented by a third-party, but I’ll refer largely to Mr M, for ease of reading and because the interactions with H... (4 pages)View decision -
Decision Reference DRN-4844452
29 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4844452 The complaint Ms M complains that Santander UK PLC says it won’t refund her money she paid to what she now believes to have been a fraudulent investment. She brings her complaint with the aid of a representative. In what follows I will mainly refer to Ms M for clarity, even ... (6 pages)View decision -
Decision Reference DRN-4975307
29 Nov 2024 Wakam Not upheldInsuranceDRN-4975307 The complaint Mr A complains that Wakam unfairly declined a claim he made under his car insurance policy. What happened Mr A held car insurance underwritten by Wakam. In August 2023, his car was stolen. He reported the theft to the police and contacted Wakam to make a clai... (2 pages)View decision -
Decision Reference DRN-5180456
29 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5180456 The complaint Mr C complained about Hargreaves Lansdown Asset Management Limited (HLAM). He said HLAM has mismanaged his account, creating a negative cash balance. He said he had to top up his account to rectify this. He said HLAM should pay him compensation for the losses h... (3 pages)View decision -
Decision Reference DRN-5159240
29 Nov 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5159240 The complaint Mr D complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting these into his Self-Invested Personal Pension (‘SIPP’), ... (43 pages)View decision -
Decision Reference DRN-4941936
29 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4941936 The complaint Ms S says she never wanted to be a member of her employer’s personal pension scheme and that Aviva Life & Pensions failed to provide her with the necessary information at the right time to enable her to opt out. She wants her contributions refunded. What h... (3 pages)View decision -
Decision Reference DRN-5178796
29 Nov 2024 Wilfred T. Fry (Personal Financial Planning) Limited UpheldInvestmentsDRN-5178796 The complaint Mrs J complains about Wilfred T. Fry (Personal Financial Planning) Limited (Fry). She’s unhappy with advice they gave her regarding a pension she’d inherited. What happened Mrs J and her late husband were longstanding clients of Fry. After her husband’s unfortu... (4 pages)View decision -
Decision Reference DRN-5126495
29 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5126495 The complaint Miss L has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly gave her a personal loan. She said that she was provided with this loan when she was struggling with a severe gambling addiction. What happened Sainsbury’s provided Miss L with a loan... (3 pages)View decision -
Decision Reference DRN-5150533
29 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5150533 The complaint Mr S complains about HSBC UK Bank Plc trading as First Direct. He says that First Direct didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr S unfortunately fell victim to ... (8 pages)View decision -
Decision Reference DRN-4704656
29 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4704656 The complaint Mr Y complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded him for works he says were carried out incorrectly to his car by a garage. What happened In April 2022, Mr Y used his Virgin Money credit card to pay £7,304.26 to a... (3 pages)View decision
