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 4269 results
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Decision Reference DRN-4908298
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908298 The complaint Ms E complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “F” complains on behalf of Ms E. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (6 pages)View decision -
Decision Reference DRN-4193092
19 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4193092 The complaint Mr H complains that Barclays Bank UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-4808783
25 Jul 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4808783 The complaint Miss S complains about the way that AXA PPP Healthcare Limited has handled a claim she made on a group private medical insurance policy. What happened The detailed background to this complaint is well-known to both parties. So I’ve simply set out a summary of w... (6 pages)View decision -
Decision Reference DRN8603078
5 Feb 2015 ECS Financial Services Limited UpheldInvestment and pensionsMr S has complained that he should not have been advised by ECS Financial Services Limited to transfer his final salary occupational pension to a personal pension plan (PPP). He says he was not made sufficiently aware of the guaranteed nature of the benefits, and that the transfer e... (6 pages)View decision -
Decision Reference DRN2621142
14 May 2020 Mattioli Woods PLC UpheldInvestment and pensionsComplaintMr O complained about charges applied to his Pilgrim self-Invested Personal Pension(SIPP) since City Trustees Limited were appointed as the scheme administrator. More specifically, the charges relating to the non-standard investments held within his SIPP.BackgroundIn 2012, City Tr... (6 pages)View decision -
Decision Reference DRN-4693845
19 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4693845 The complaint A charity which I’ll call ‘F’ complains that Barclays Bank UK Plc didn’t open an account when requested, which prevented the charity receiving income. The complaint is brought on F’s behalf by their chief executive, Mr M. So, to make things easier there will be ti... (6 pages)View decision -
Decision Reference DRN-5186477
12 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5186477 The complaint Mr N complains about the increase in premium for his motor insurance policy with Tesco Underwriting Limited (Tesco) following a non-fault accident. References to Tesco in this decision include their agents. What happened Mr N took out a motor insurance policy... (6 pages)View decision -
Decision Reference DRN6754303
9 Jul 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs B complains about the sale of a monthly premium payment protection insurance (PPI) policy sold in connection with a credit card account in 2002. Mrs B believes National Westminster Bank Plc (NatWest) mis-sold her the policy. The core of Mrs B’s complaint is that she was not aware th... (6 pages)View decision -
Decision Reference DRN6351872
18 Feb 2021 TSB Bank plc Not upheldBanking and creditComplaint Ms L complains that TSB Bank plc (TSB) won’t refund £25,000 she lost when she was the victim of a scam. Background I issued a provisional decision on 17 November 2020 asking TSB to refund Ms L £25,000 plus account interest. My provisional decision, which I’ve set out below, expla... (6 pages)View decision -
Decision Reference DRN-4104128
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4104128 The complaint Miss V complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to an investment scam in 2021. What happened In early July 2021, Miss V started chatting with someone she’d met on a dating site (I’ll refer to this individual as S). Over the course... (6 pages)View decision
