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-5856326
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856326 The complaint Miss V complains that Monzo Bank Ltd, won’t refund the money she lost to a modelling job scam. Also, she is dissatisfied with the service she received when she complained. What happened Miss V was introduced to an international modelling role with overseas Com... (6 pages)View decision -
Decision Reference DRN-3723248
28 Sep 2022 The IPS Partnership plc UpheldPensions and AnnuitiesDRN-3723248 The complaint Mrs S complains about delays caused to the transfer of her investments held within her Self Invested Personal Pension (SIPP) which she says IPS Partnership plc trading as James Hay Partnership (JH) is partly to blame for. Mrs S shared an investment account with he... (5 pages)View decision -
Decision Reference DRN-3049010
3 Nov 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3049010 The complaint Mrs S is unhappy that Bank of Scotland plc trading as Halifax (Halifax) won’t refund payments she made after falling victim to an investment scam. What happened In 2018, Mrs S was looking for a high interest investment opportunity. She came across company P which ... (5 pages)View decision -
Decision Reference DRN-4474610
7 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4474610 The complaint Mr S complains that The Royal Bank of Scotland Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-3247861
19 Jan 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3247861 The complaint Mrs M complains Clydesdale Bank Plc trading as Virgin Money (Virgin) haven’t updated her name on her current account with them leading to significant problems for her. What happened I issued a provisional decision setting out what’d happened, and what I thought a... (6 pages)View decision -
Decision Reference DRN-4973052
19 Aug 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4973052 The complaint Mr R has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions to a small self-administered scheme (SSAS) in November and December 2014, respectively. Mr R’s SSAS was subsequent... (12 pages)View decision -
Decision Reference DRN-3319244
16 Feb 2022 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-3319244 The complaint Mr L complains that Royal & Sun Alliance Insurance Limited (RSA) failed to process his insurance policy correctly, leaving him without insurance. What happened Mr L says he bought a policy online from RSA in June 2019. In September he was pulled over by the po... (5 pages)View decision -
Decision Reference DRN-1347258
9 Jul 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1347258 The complaintMrs H complains Nationwide Building Society (“Nationwide”) removed her overdraft and later defaulted her account without giving her notice. What happenedMrs H brought her complaint to us as she was unhappy with the response from Nationwide when she complained to th... (5 pages)View decision -
Decision Reference DRN-5004598
19 Sep 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5004598 The complaint Mr S has complained about the actions of Aviva Life & Pensions UK Limited (“Aviva”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. Mr S’s QROPS was used to invest in various assets, including t... (10 pages)View decision -
Decision Reference DRN-5222853
20 Dec 2024 EBS Pensions Limited Not upheldPensions and AnnuitiesDRN-5222853 The complaint Miss N has complained about a transfer of her self invested personal pension (SIPP) administered by EBS Pensions Limited trading as Embark Pensions (Embark) to The Focusplay Retirement Benefit Scheme, an occupational pension scheme (OPS), in May 2015. Miss N’s ... (11 pages)View decision