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-5151236
20 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151236 Complaint Mr F is unhappy that HSBC UK Bank Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr F says that he fell victim to an investment scam in early 2021. He invested his money under a scheme where investors were to provide the funds fo... (4 pages)View decision -
Decision Reference DRN-5345906
20 Feb 2025 Birchwood Investment Management Limited UpheldInvestmentsDRN-5345906 The complaint Miss M and Mr M complain about the service provided by Birchwood Investment Management Limited (referred to as “Birchwood”). In summary, Miss M says Birchwood used an online portal – namely the online Money info system (referred to as “the portal”) – which pro... (8 pages)View decision -
Decision Reference DRN-5213833
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5213833 The complaint Mrs F complains that Santander UK Plc hasn’t refunded unauthorised payments made using her debit card. What happened Unfortunately, Miss F was burgled in early 2024 and her bank cards and mobile phone were among the items stolen. She woke up in the early hours ... (3 pages)View decision -
Decision Reference DRN-5102948
20 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5102948 The complaint Ms P complains about the way Vitality Health Limited handled a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the mai... (5 pages)View decision -
Decision Reference DRN-5147950
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147950 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2017, Mr H invested a further £14,000 in 2020. H... (7 pages)View decision -
Decision Reference DRN-5213705
20 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5213705 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh”) was of an unsatisfactory quality. When I refer to what Mrs A has said and what Marsh has said, it should also be taken to include ... (5 pages)View decision -
Decision Reference DRN-5045733
20 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5045733 The complaint Miss I and Mr P have complained that Great Lakes Insurance UK Limited declined a claim they made on a travel insurance policy. As it is Mr P leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr P purchased annual... (3 pages)View decision -
Decision Reference DRN-5285327
20 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5285327 The complaint Mr and Mrs H complain that U K Insurance Limited trading as Churchill, has made an unfair claim decision with regards to a claim made on their building’s insurance. What happened The details of this complaint and Churchill’s claim decision are well known to bot... (3 pages)View decision -
Decision Reference DRN-5344805
20 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5344805 The complaint Mrs M complains that Nationwide Building Society wrongly noted on her account that she was incapable of managing her affairs and caused her distress by not allowing her to withdraw money. Her daughter and attorney, Ms M, represents her. What happened In Februar... (3 pages)View decision -
Decision Reference DRN-5283871
20 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5283871 The complaint Ms D is being represented by a claims manager. She’s complaining about Metro Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms D fell victim to a cruel investment scam. She responded to an advert on social media... (5 pages)View decision
