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 366874 results
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Decision Reference DRN-5245092
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5245092 The complaint Mr F complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2018, Mr F made a further investment of £42,000 in 2... (7 pages)View decision -
Decision Reference DRN-5182709
16 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5182709 The complaint Ms C complains that Wise Payments Limited didn’t do enough to protect her from losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (4 pages)View decision -
Decision Reference DRN-5208134
16 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5208134 The complaint Mr H complains about Admiral Insurance (Gibraltar) Limited’s settlement of his car insurance claim. What happened Mr H had a car insurance policy with Admiral. In March 2024, he swerved to avoid a third- party vehicle and his car collided with and mounted a ker... (3 pages)View decision -
Decision Reference DRN-5102450
16 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5102450 The complaint Ms G is unhappy about HSBC UK Bank Plc (“HSBC”) refusing to refund transactions she says she did not make. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (4 pages)View decision -
Decision Reference DRN-3045793
16 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3045793 The complaint Mr D complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (34 pages)View decision -
Decision Reference DRN-4938443
16 Jan 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4938443 The complaint Mrs R complains St. James's Place Wealth Management Plc (‘SJP’) gave her unsuitable advice when making an investment recommendation to her. She also complains about the fees paid for that service. What happened Mrs R first met with SJP in September 2020 t... (6 pages)View decision -
Decision Reference DRN-4752612
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4752612 The complaint Mr K is unhappy Monzo Bank Ltd will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative. For ease of reading I will refer solely to Mr K in this decision. What happened As both p... (5 pages)View decision -
Decision Reference DRN-5229871
16 Jan 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5229871 The complaint Mr G has complained that Fortegra Europe Insurance Company Ltd (Fortegra) unfairly declined a claim under a furniture warranty. What happened Mr G contacted Fortegra to make a claim for damage to his sofa. He said his cats had scratched both of his sofas while... (2 pages)View decision -
Decision Reference DRN-5235390
16 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5235390 The complaint Mr R complains Nationwide Building Society took too long to process one of his payments – which caused him a lot of distress – and has told him he might want to consider banking elsewhere given the number of complaints he’s made. What happened Mr R has an accou... (2 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 pages)View decision
