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 125400 results
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Decision Reference DRN-4574944
22 Mar 2024 Wirex Limited UpheldBanking and PaymentsDRN-4574944 The complaint Mr E complains that Wirex Limited took too long to return a payment to him. What happened In late September 2023 Mr E made a transfer to another account which wasn’t successful. The funds were returned to Wirex, which needed performed some additional checks on the... (2 pages)View decision -
Decision Reference DRN-4701330
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4701330 The complaint Ms D complains that HSBC UK Bank Plc trading as first direct (“FD”) won’t reimburse money she lost to an investment scam. What happened On 8 March 2024 I issued my provisional decision on this complaint. I gave both parties an opportunity to provide any further ev... (7 pages)View decision -
Decision Reference DRN-4701169
22 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4701169 The complaint Mr S complained about Barclays Bank UK PLC (Barclays). He said Barclays was responsible for a delay in an ISA transfer from it to a third party. Mr S said it should compensate him for interest he would have received if it hadn’t caused a delay. He said it has caus... (3 pages)View decision -
Decision Reference DRN-4521654
22 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4521654 The complaint Miss S is unhappy that J.P Morgan Europe Limited, trading as Chase, has decided not to refund her in full, after she was the victim of a safe account scam. What happened Miss A was contacted by someone who she thought was calling from the fraud department at Chase... (5 pages)View decision -
Decision Reference DRN-4691652
22 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4691652 The complaint Mr F complains about the way esure Insurance Limited (“esure”) handled a claim made on his motor insurance policy. Any reference to esure includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve ... (3 pages)View decision -
Decision Reference DRN-4673828
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4673828 The complaint Mr S complains that HSBC UK Bank Plc failed to provide him with a breakdown of the interest earned on his savings account and underpaid the interest earned. What happened Mr S holds an Online Bonus Saver account with HSBC. In September 2023 he noticed that the int... (2 pages)View decision -
Decision Reference DRN-4422775
22 Mar 2024 Strategic Asset Managers Limited UpheldPensions and AnnuitiesDRN-4422775 The complaint Ms R is unhappy with the service she’s received from Strategic Asset Managers Limited (SAML) since she employed them in November 2015 to help with her pension planning. What happened I’m not going to refer to everything, just what I see as the key events. Ms R is ... (10 pages)View decision -
Decision Reference DRN-4698311
22 Mar 2024 Waverton Wealth Planning LLP UpheldInvestmentsDRN-4698311 The complaint The estate of Mr M Complains about Waverton Wealth Planning LLP (Waverton). It says that Waverton didn’t have the correct authority to conduct a sale of Mr M’s portfolio on his death. If the portfolio had remained invested, it would have had a higher value when co... (4 pages)View decision -
Decision Reference DRN-4680890
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4680890 The complaint Miss M is complaining about Monzo Bank Ltd because it defaulted her account at a time when she was agreeing a repayment plan to pay back money she owed. She’s also dissatisfied with the service she received, particularly delays in responding to her emails. What ha... (4 pages)View decision -
Decision Reference DRN-4699072
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699072 The complaint Mr K complains that HSBC UK Bank Plc failed to identify his reliance on his overdraft and that it had become hardcore debt. He says HSBC didn’t conduct appropriate assessments of his overdraft facility resulting in him incurring significant interest charges. Mr K ... (4 pages)View decision
