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 4777 results
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Decision Reference DRN-4292989
14 Aug 2023 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4292989 The complaint This complaint’s about an equity release lifetime mortgage that Mrs O took out in October 2013 with Aviva Life & Pensions UK Limited, on the advice of a third party advisor. There are various aspects to the complaint; these include the sale of the mortgage in ... (4 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN-4936613
7 Mar 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4936613 The complaint Mr G complains about Jarvis Investment Management Limited (Jarvis). He said Jarvis put restrictions on his account and because of this, he couldn’t get access to his money or shares. He would like Jarvis to apologise and compensate him for his losses. What hap... (4 pages)View decision -
Decision Reference DRN-4088016
2 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4088016 The complaint Mr A complains that Lloyds Bank PLC mis-handled the management of his account details and personal data. There were several instances of fraud on the account and Mr A blames Lloyds for it. Mr A also complains that during the fraud investigation he ‘never felt supp... (5 pages)View decision -
Decision Reference DRN-6028563
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6028563 The complaint Mr W complains Lloyds Bank PLC won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr W is supported by a professional representative, which I’ll refer to as “M”. What happened On 24 January 2022, Mr W made a £1,000... (4 pages)View decision -
Decision Reference DRN3501199
2 Jul 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr G’s complaint is about the delays when transferring his Self-Invested Personal Pension (SIPP) he had with third party provider to Alliance Trust Savings Limited (ATS). backgroundMr G requested his SIPP be transferred from a third party; I’ll call Company H, to ATS o... (4 pages)View decision -
Decision Reference DRN7704445
11 Dec 2018 The Co-operative Bank Plc Not upheldBanking and creditMr S complains The Co-operative Bank Plc (“The Co-op”) hasn’t dealt with his chargeback request appropriately. He’s also unhappy about the way they’ve investigated and handled his subsequent complaint. Mr S is assisted in bringing this complaint by his son.backgroundOn ... (4 pages)View decision -
Decision Reference DRN-3857736
23 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3857736 The complaint Mr J complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr J had been looking to buy a campervan and, in May 2022, he found one he was interested in on an online auction website. He contacted the seller t... (4 pages)View decision -
Decision Reference DRN-3462781
20 May 2022 Skipton Building Society UpheldMortgagesDRN-3462781 The complaint Mr G complains that Skipton Building Society (“Skipton”) has put a marker on the National Hunter fraud prevention database in connection with a mortgage application recording misuse of mortgaged property. What happened Mr G and his wife applied for a mortgage with... (4 pages)View decision