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 369227 results
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Decision Reference DRN-5163813
21 Feb 2025 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-5163813 The complaint Mr F is unhappy that Virgin Money Unit Trust Managers Ltd (‘Virgin Money’) transferred his entire ISA balance to another provider, instead of only part of it. What happened Mr F held a stocks and shares ISA with Virgin Money. In January 2024, he wanted to trans... (3 pages)View decision -
Decision Reference DRN-4956376
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4956376 The complaint Mr N complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. But in summary, I understand it to be as fo... (9 pages)View decision -
Decision Reference DRN-5347100
21 Feb 2025 Johnston Campbell Ltd UpheldPensions and AnnuitiesDRN-5347100 The complaint Mr M believes Johnston Campbell Ltd trading as Amber River NI was at fault when it instructed a pension withdrawal following contact from someone impersonating Mr M. £250,000 was fraudulently withdrawn from Mr M’s Self-Invested Personal Pension (SIPP), more tha... (7 pages)View decision -
Decision Reference DRN-5280336
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5280336 The complaint Mrs B complains that Nationwide Building Society failed to assist her when she was the victim of fraud. What happened Both parties are aware of the details of events so I will give a brief summary here. On 26 May 2023 Mrs B booked a holiday to commence on 31 Ju... (2 pages)View decision -
Decision Reference DRN-4960554
21 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4960554 The complaint Ms H complains that National Westminster Bank Plc (NatWest) won’t refund money she says she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In Fe... (3 pages)View decision -
Decision Reference DRN-5316061
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5316061 The complaint Ms H complains that Nationwide Building Society won’t refund money she says she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Ms H comp... (2 pages)View decision -
Decision Reference DRN-4915471
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4915471 The complaint Ms H complains that HSBC UK Bank Plc won’t refund money she says she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Ms H complained to H... (2 pages)View decision -
Decision Reference DRN-5175654
21 Feb 2025 Stagemount Limited Not upheldConsumer CreditDRN-5175654 The complaint Mr J complains that Stagemount Limited trading as Quidmarket lent to him irresponsibly by approving several loans for him that he could not afford. What happened Mr J complained in June 2024 and in August 2024 Quidmarket issued its final response letter (FRL).... (4 pages)View decision -
Decision Reference DRN-4915440
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4915440 The complaint Ms H complains that Barclays Bank UK PLC won’t refund money she says she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Ms H complained t... (2 pages)View decision -
Decision Reference DRN-5142393
21 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5142393 The complaint Mr H has complained that Hargreaves Lansdown Asset Management Limited (HL) gave his independent financial adviser (IFA) confidential information about his self invested personal pension (SIPP), which the latter wasn’t authorised to receive. What happened The in... (4 pages)View decision
