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 121115 results
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Decision Reference DRN-4556438
17 Jan 2024 BISL Limited UpheldInsuranceDRN-4556438 The complaint Miss P has complained about the service she has received after contacting BISL Limited to make a claim on her Motor insurance policy. BISL is the insurance broker who arranged Miss P’s policy, although it did it under a different name, which it has permission to u... (3 pages)View decision -
Decision Reference DRN-4523147
17 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4523147 The complaint and what happened Y In July 2023 Barclays Bank UK PLC blocked Mr T’s account and insisted that he go into branch with evidence of his identity. He did so the same day, the bank updated its records and unblocked the account. In its final response letter, Barclays o... (2 pages)View decision -
Decision Reference DRN-4454158
17 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4454158 The complaint Miss L complains that Bank of Scotland plc trading as Halifax blocked her account while she was on holiday, ruining her trip. What happened Miss L holds a current account with Halifax. In 2022 she travelled abroad for a shopping trip. She planned to use her Halifa... (3 pages)View decision -
Decision Reference DRN-4494882
17 Jan 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4494882 The complaint Mr K complains that In2 Planning Limited (In2) set up a Small Self Administered Scheme (SSAS) which was then invested in RRAM Bonds, a high risk and unregulated investment. Mr K has lost the money he invested and holds In2 responsible. Mr K is represented in bring... (18 pages)View decision -
Decision Reference DRN-4518466
17 Jan 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4518466 The complaint Miss P holds a savings account with J.P. Morgan Europe Limited, trading as Chase. She also has accounts with a payment company and a UK bank. In December 2022, some fraudsters contacted Miss P and told her a fake story that her accounts with Chase, the payment com... (4 pages)View decision -
Decision Reference DRN-4532517
17 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4532517 The complaint Miss J and Mr C have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) has declined to settle their claim under their home emergency insurance policy, following a leak at their home. What happened In November 2022, Miss J reported that water was le... (3 pages)View decision -
Decision Reference DRN-4530794
17 Jan 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4530794 The complaint Mr B complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (5 pages)View decision -
Decision Reference DRN-4563906
17 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4563906 The complaint Ms S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) made an error in the transfer of her ISA funds. What happened Ms S was reorganising her cash ISA savings. She wanted to transfer two sums of £110,000 from her existing provider (‘bank A’). B... (5 pages)View decision -
Decision Reference DRN-4563898
17 Jan 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4563898 The complaint A limited company Z complains that ClearBank Limited didn’t do enough to prevent the loss it suffered when it fell victim to a safe account scam. Mr N, Z’s director has brought the complaint on its behalf and has used a representative when doing so. But for ease o... (4 pages)View decision -
Decision Reference DRN-4473524
17 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4473524 The complaint Miss S complains that Santander UK Plc have provided her with poor customer service. What happened Miss S says that she had initially rang Santander to change her telephone number, which she says she was told this had happened, however, she found out that the call... (3 pages)View decision
