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 122404 results
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Decision Reference DRN-4307065
24 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4307065 The complaint P complains HSBC UK Bank Plc unfairly closed its business account and provided a poor service. P, a limited company, is represented by Miss H. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key poin... (3 pages)View decision -
Decision Reference DRN-4532020
24 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4532020 The complaint Mr S has complained that Domestic & General Insurance Plc have not provided him with a replacement TV in accordance with the terms of his policy. What happened Mr S made a claim under his policy with D&G that covered accidental damage to his TV. D & G... (2 pages)View decision -
Decision Reference DRN-4311897
24 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4311897 The complaint Mr W has complained about The National Farmers' Union Mutual Insurance Society Limited (NFU). He isn’t happy about the way it has dealt with a claim under his buildings insurance policy. For ease of reading, any reference to NFU includes its agents and I will... (3 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN-4541557
24 Jan 2024 Scottish Widows Limited UpheldInsuranceDRN-4541557 The complaint Mr M complains about the personal pension he has with Scottish Widows Limited (‘Scottish Widows’). He says that at the time of sale he was informed that the policy only provided life cover. But he has been told several times by Scottish Widows that the policy woul... (3 pages)View decision -
Decision Reference DRN-4472903
24 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4472903 The complaint Mr and Mrs P complain Nationwide Building Society sent their cards to the wrong address. What happened Mr and Mrs P took out a residential mortgage with Nationwide, and moved house. Mrs P was then handed two opened letters by the people living in her old house. Na... (3 pages)View decision -
Decision Reference DRN-4577318
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577318 The complaint Mr R is a sole trader, trading as F. He complains that Monzo Bank Ltd did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties ... (5 pages)View decision -
Decision Reference DRN-4553645
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4553645 The complaint Mr I has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In spring 2023, Mr I fell victim to a task scam after responding to a job advert on social media. Over the course of about a week, he was persuaded... (3 pages)View decision -
Decision Reference DRN-4418263
23 Jan 2024 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-4418263 The complaint Mrs L complained that her pension plan was transferred into a SIPP without her authority. The transferred funds were held in cash which caused a financial loss for which she would like to be compensated. What happened Mrs L became a client of Advizertech Ltd, an a... (6 pages)View decision -
Decision Reference DRN-4481114
23 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4481114 The complaint Mr B complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr B came into contact with someone who I’ll r... (4 pages)View decision
