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-4956159
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956159 The complaint Mr O complains about Monzo Bank Ltd. He would like Monzo to refund him the money he has lost as a result of a scam. What happened The details of what happened are well known to both parties so I won’t repeat them here, but in summary, Mr O’s brother was speak... (3 pages)View decision -
Decision Reference DRN-4974326
16 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4974326 The complaint Mr H complains that Barclays Bank UK PLC blocked his account. Mr H also complains that Barclays took too long to release his account balance back to him, gave him wrong information and sent money back to source. and gave him wrong information. What happened M... (5 pages)View decision -
Decision Reference DRN-5049860
16 Jan 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5049860 The complaint Mr V complains that a car that was supplied to him under a conditional sale agreement with Hyundai Capital UK Limited wasn’t of satisfactory quality. He’s being represented in his complaint by a legal adviser. What happened A new car was supplied to Mr V under ... (4 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN-5200781
16 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5200781 The complaint Mr H complains that Aviva Insurance Limited declined his travel insurance claim. What happened Mr H has travel insurance through a bank which covers him and his family. Aviva is the insurer. In April 2024 Mr H and his family were abroad at a well-known locati... (4 pages)View decision -
Decision Reference DRN-5186652
16 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5186652 The complaint Mr S complains that Accredited Insurance (Europe) Ltd (AI) paid out on a claim to a third- party for an incident he says didn’t happen. References to AI include other organisations and individuals acting on its behalf. What happened Another driver made a claim ... (3 pages)View decision -
Decision Reference DRN-5254040
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5254040 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision -
Decision Reference DRN-4997036
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4997036 The complaint Mrs T complains that holiday accommodation she booked was not of a satisfactory standard. Because she paid for the accommodation with her credit card, issued by Nationwide Building Society, she says that she has a claim against it in the same way as she has a c... (3 pages)View decision -
Decision Reference DRN-5266215
16 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5266215 The complaint Mr M complains that Aviva Life & Pensions UK Limited (“Aviva”) didn’t treat him fairly when it failed to tell him in 2016 that it was altering the way his pension savings were invested following him reaching the selected retirement date set on his pension p... (7 pages)View decision -
Decision Reference DRN-5267163
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5267163 The complaint Miss C is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view ... (6 pages)View decision