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 128535 results
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Decision Reference DRN-4982379
17 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4982379 The complaint Ms H complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms H found an investment opportunity through social media. An individual contacted her and said they could help her invest in cryptocurrency. She spoke with th... (8 pages)View decision -
Decision Reference DRN-5253068
17 Jan 2025 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5253068 The complaint Mr R complains that Vanguard Asset Management Ltd (Vanguard) caused avoidable delays to the set up his SIPP. This led to a delay in accessing his monthly pension and his Tax-Free Cash (TFC) lump sum, which meant he couldn’t make the investments he wanted to mak... (3 pages)View decision -
Decision Reference DRN-5218120
17 Jan 2025 Hampshire Trust Bank Plc UpheldBanking and PaymentsDRN-5218120 The complaint Mr N is unhappy with Hampshire Trust Bank (HTB). He went to log in to his account but found he was no longer able to without a mobile phone. Mr N doesn’t have a mobile phone. What happened In May 2024 Mr N found he was unable to access his account. He said HT... (3 pages)View decision -
Decision Reference DRN-5236520
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5236520 The complaint Ms F and Mr J are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their water damage claim under their buildings insurance policy. The policy was held in joint names. For ease of reading and because he brought the complaint, I’ll... (3 pages)View decision -
Decision Reference DRN-5261150
17 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5261150 The complaint Ms C complains that Barclays Bank UK PLC hasn’t allowed her to make payments to her buy to let mortgage. It then began taking legal action to recover the arrears that resulted. What happened Ms C has a buy to let mortgage with Barclays. The property is tenanted... (5 pages)View decision -
Decision Reference DRN-4970042
17 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4970042 The complaint A charitable incorporated organisation (CIO), which I will refer to as G, complains that Barclays Bank UK Plc treated it poorly in relation to its bank account. What happened One of our investigators looked at this complaint. Briefly, she said: In October 2... (3 pages)View decision -
Decision Reference DRN-5264921
17 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5264921 The complaint Mr D has complained about the way that Marks & Spencer Financial Services Plc, trading as M&S Bank (‘M&S’) has been dealing with his credit card account. What happened Mr D is being represented by a third party in his complaint. He has made a numbe... (2 pages)View decision -
Decision Reference DRN-4974401
17 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4974401 The complaint Mr B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision -
Decision Reference DRN-4959309
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4959309 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he 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 all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5232828
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5232828 The complaint Mrs M has complained that Domestic and General Insurance Plc (‘D&G’) declined to replace her freezer under her appliance insurance policy. What happened Mrs M’s freezer unfortunately broke down at the end of September 2024, and she raised a claim with D&am... (4 pages)View decision