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 360264 results
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Decision Reference DRN-5096047
21 Oct 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5096047 The complaint Mr W2 has complained about a transfer of his Scottish Equitable Plc trading as AEGON personal pension to a small self-administered scheme (SSAS 1 ) in 2014. Mr W2’s SSAS was subsequently used to invest in commercial property developments both overseas and in th... (19 pages)View decision -
Decision Reference DRN-4972823
21 Oct 2024 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-4972823 The complaint The estate of Mr M complains about the administration of his annuity policy by Rothesay Life Plc (Rothesay) and specifically its determination that the late Mr M’s spouse isn’t entitled to any benefits under the policy. The estate says that as Mr M was married... (5 pages)View decision -
Decision Reference DRN-4762331
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762331 The complaint Miss O complains that Monzo Bank Ltd failed to recover money which she had transferred in error. What happened On 13 December 2023 made a transfer of £150 from her Monzo account to an account in the name of someone I’ll call L. She had intended it to go to a di... (2 pages)View decision -
Decision Reference DRN-4738310
21 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4738310 The complaint Mr C complains that HSBC UK Bank PLC has caused him to suffer an exchange rate loss. What happened Mr C held a Global Money Account with HSBC. He wanted to deposit €140,000 from his account abroad into the Global Money Account and for the money to be kept in eu... (6 pages)View decision -
Decision Reference DRN-4684796
21 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4684796 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him after he was the victim of an investment scam. He says Lloyds ought to have detected four unusual payments he made and it should have intervened to stop them What happened Mr S says he was persuaded... (3 pages)View decision -
Decision Reference DRN-5007763
21 Oct 2024 Metropolitan Police Friendly Society Limited Not upheldInvestmentsDRN-5007763 The complaint Mr D complains that Metropolitan Police Friendly Society Limited executed a withdrawal from his with-profits Individual Savings Account (‘ISA’) earlier than it should have. What happened Metropolitan Police Friendly Society Limited (‘MetFriendly’) received a pa... (2 pages)View decision -
Decision Reference DRN-4891321
21 Oct 2024 Barry Grainger Limited UpheldInsuranceDRN-4891321 The complaint Miss H complains that her broker, Barry Grainger Limited (‘BG’) mis-sold a motor insurance policy and ‘add-on’ policies to her and didn’t provide all the policy documents, leading to upset and inconvenience. What happened Miss H bought the policy through BG in... (3 pages)View decision -
Decision Reference DRN-4963732
21 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4963732 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr K is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has been ... (4 pages)View decision -
Decision Reference DRN-5011364
21 Oct 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5011364 The complaint Mr P complains that National Savings and Investments (‘NS&I’) provided him with poor customer service when he needed to re-set a forgotten password. What happened The following brief timeline of key events sets out the background to Mr P’s complaint. 2 Fe... (6 pages)View decision -
Decision Reference DRN-5095826
21 Oct 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5095826 The complaint Mr W1 has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a small self-administered scheme (SSAS 1 ) in 2014. Mr W1’s SSAS was subsequently used to invest in commercial property developments both overseas and in the U... (17 pages)View decision
