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-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-4298535
16 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4298535 The complaint Mr G complains about how U K Insurance Limited trading as Privilege (UKI), handled his claim on his car insurance policy. For ease of reading, any reference to UKI also includes the actions of its agents. What happened Mr G was involved in an accident in his car, ... (7 pages)View decision -
Decision Reference DRN-5026061
8 Jan 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-5026061 The complaint Mr H complains about the information he received from Jarvis Investment Management Limited (Jarvis) in relation to his share holdings. He says that Jarvis, who was the custodian of his holdings, failed to inform him or his intended new broker, that it couldn’t ... (7 pages)View decision -
Decision Reference DRN-4699958
21 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699958 The complaint Mr R is seeking to recover approximately £36,000 from HSBC UK Bank Plc (‘HSBC’) which he lost from his account as a result of a scam. What happened I issued a provisional decision in December 2023 to explain why I thought Mr R’s complaint should be upheld in part.... (7 pages)View decision -
Decision Reference DRN-5112339
20 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5112339 The complaint Mrs S and Mr S complain about Hargreaves Lansdown Asset Management Limited (HL). They said they were not given relevant information by HL before a corporate action event took place about a company that they both held shares in. they said this meant they were un... (7 pages)View decision -
Decision Reference DRN-3353753
28 Mar 2022 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-3353753 The complaint Ms E is unhappy Chase de Vere Independent Financial Advisers Limited (Chase de Vere) charged her for new advice on existing investments as this isn’t something she agreed or knew about. Additionally, she’s unhappy she didn’t receive income from investment funds wh... (8 pages)View decision -
Decision Reference DRN-2675585
12 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2675585 The complaint Mr C complains, on behalf of W, that Metro Bank PLC won’t refund a disputed transaction made from their business account. What happened Mr C is the sole director of W. Mr C explains that a transaction for the amount of £6,641.76 was made from W’s account on the 24... (4 pages)View decision -
Decision Reference DRN7057239
3 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr H has complained that Barclays Bank Plc (“Barclays”) mis-sold him a number of packaged bank accounts. He paid a monthly fee for the accounts which provided several benefits in return.backgroundMr H has had a number of packaged bank accounts, some of which I’ve loo... (4 pages)View decision -
Decision Reference DRN-2163020
11 Dec 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-2163020 The complaint Mr B complains that Creation Financial Services Limited (CFS) unfairly recorded a default about his account with credit reference agencies. He also complains about poor service provided by Creation Financial Services Limited. Mr B is represented by Miss B. What ha... (4 pages)View decision -
Decision Reference DRN-4696911
12 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4696911 The complaint Miss J complains about Santander UK Plc’s decision to remove the overdraft facility from her Graduate Current Account. What happened In August 2012, Miss J opened a Student Current Account with Santander. Near to the end of her studies, Miss J says she experienced... (4 pages)View decision