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 121877 results
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Decision Reference DRN-5132114
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5132114 The complaint A charity, which I will refer to as W, complains that Metro Bank Plc allowed large amounts of money to be sent from W’s account without any security checks. What happened W’s representatives told us: W is a small charity which often sends small payments to ... (3 pages)View decision -
Decision Reference DRN-5117020
14 Feb 2025 ReAssure Limited UpheldInsuranceDRN-5117020 The complaint The complaint concerns a whole of life policy administered by ReAssure Limited and held in trust. The trustees are unhappy that medical underwriting prevented its reinstatement following it being made paid-up. What happened The background to the complaint will ... (3 pages)View decision -
Decision Reference DRN-4914256
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4914256 The complaint Mr S has complained Metro Bank PLC won’t refund card transactions made using Apple Pay he didn’t make. What happened In March 2024 Mr S received a message from Metro asking whether he recognised a card transaction for £191.64 made to an online marketplace. He c... (3 pages)View decision -
Decision Reference DRN-5133898
14 Feb 2025 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5133898 The complaint Mr Y complains about the way Vanguard Asset Management, Ltd (Vanguard) have administered his Individual Savings Account (ISA). What happened The details of what happened are well known to both parties. So, I will just summarise them here. Mr Y holds an ISA wi... (2 pages)View decision -
Decision Reference DRN-5332519
14 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5332519 The complaint Mr and Mrs K are unhappy that Nationwide Building Society has decided not to refund them the money they lost, to what they believed was an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 20 December 202... (3 pages)View decision -
Decision Reference DRN-5260318
14 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5260318 Complaint Ms T has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5268553
14 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5268553 The complaint Miss D and Mr G have complained about the way Inter Partner Assistance SA (IPA) has handled a claim they made on a travel insurance policy. As it is Miss D leading on the complaint, I will mostly just be referring to her in this decision. What happened Miss D... (3 pages)View decision -
Decision Reference DRN-5326890
14 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5326890 The complaint Mr W has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in June 2015. Mr W’s SSAS was subsequently used to invest in The Resort Group (“TRG”), an investment in hotel property in Cape Verde, ... (14 pages)View decision -
Decision Reference DRN-5318413
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5318413 The complaint Mr S complains that Metro Bank PLC (“Metro”) won’t refund the money he lost when he fell victim to a scam. What happened Mr S invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. His understanding of the investment was that it would... (7 pages)View decision -
Decision Reference DRN-5024831
14 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5024831 The complaint Mr C complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In March 2023 Mr C bought a cou... (4 pages)View decision
