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 367300 results
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Decision Reference DRN-5087427
4 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5087427 The complaint H, a limited company, complains that HSBC UK Bank Plc has declined to refund disputed transactions that it says were carried out by an unauthorised individual. What happened H is represented by its director, Mr P. In November 2023, Mr P says his office was brok... (3 pages)View decision -
Decision Reference DRN-5189208
4 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5189208 The complaint Mr C is unhappy that BUPA Insurance Limited (BUPA) declined a private medical insurance claim for his daughter. What happened Mr C has a private medical insurance policy with BUPA. The policy is underwritten by BUPA and provides cover for his wife and his two c... (3 pages)View decision -
Decision Reference DRN-5303095
4 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5303095 The complaint Mrs I complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2018, Mrs I first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. She invested a second sum of £14,000 by making a... (7 pages)View decision -
Decision Reference DRN-5058644
4 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5058644 The complaint Mr P has complained that The Prudential Assurance Company Limited completed an Uncrystallised Funds Pension Lump Sum withdrawal from his pension plan when instead he wanted to only take his tax-free lump sum entitlement. Mr P has claimed that he’s suffered a fi... (4 pages)View decision -
Decision Reference DRN-4793930
4 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4793930 The complaint Mrs S complains that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund the money she lost to a scam. Mrs S has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency,... (4 pages)View decision -
Decision Reference DRN-5306761
4 Feb 2025 Zurich Insurance PLC UpheldInsuranceDRN-5306761 The complaint A limited company, “S” complains Zurich Insurance PLC declined a claim it made for storm damage under a commercial buildings insurance policy. Mr S, a director of S, brings the complaint on its behalf with the assistance of a representative. What happened The f... (3 pages)View decision -
Decision Reference DRN-5074500
4 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074500 The complaint Mr O complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr O is being represented by a claims management company but for ease of reading I’ll only refer to Mr O. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5031920
4 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5031920 The complaint Mr W has complained about a fall in value of his Scottish Widows Limited trading as Clerical Medical stakeholder pension plan. What happened Mr W holds a stakeholder pension plan with Scottish Widows Limited trading as Clerical Medical (Clerical Medical). The ... (5 pages)View decision -
Decision Reference DRN-5304340
4 Feb 2025 Hubwise Securities Limited Not upheldInvestmentsDRN-5304340 The complaint Mrs T complains that Hubwise Securities Limited, trading as SS&C Hubwise (“Hubwise”) didn’t allow her new chosen IFA to access the investments she held on its platform. As a result, she had to transfer to a new platform, and she wants Hubwise to reimburse h... (3 pages)View decision -
Decision Reference DRN-5260359
4 Feb 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5260359 The complaint Mr H has complained on behalf of Mrs H about the way Acromas Insurance Company Limited settled her claim for alternative accommodation and the way it handled an escape of water claim under a contents insurance policy. What happened In January 2024 Mrs H’s flat... (2 pages)View decision
