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 246785 results
-
Decision Reference DRN-5223014
19 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223014 The complaint Mr M complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost when he fell victim to a scam. What happened Mr M met an individual I’ll refer to as P on social media. P claimed to be making a lot of money through investing, and to be... (3 pages)View decision -
Decision Reference DRN-5043849
19 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5043849 The complaint Mrs M, represented by her adviser, complains that The Prudential Assurance Company Limited didn’t provide the required warnings that she would exceed her lifetime allowance (LTA) when withdrawing money from her pension arrangements held with it. What happened T... (8 pages)View decision -
Decision Reference DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 pages)View decision -
Decision Reference DRN-5116154
19 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5116154 The complaint Mr R has complained that Advantage Insurance Company Limited failed to offer a car insurance policy for a car he had previously insured with it. Mr R believes Advantage has discriminated against him and his wife for their race, her sex and their age. What happe... (2 pages)View decision -
Decision Reference DRN-5216344
19 Dec 2024 Close Brothers Limited UpheldConsumer CreditDRN-5216344 The complaint Mr R complains that a used car he acquired through a hire purchase agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. What happened In September 2023, Mr R took out a hire purch... (5 pages)View decision -
Decision Reference DRN-5222440
19 Dec 2024 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5222440 The complaint Mr L complains about the fees and charges applied by Right Choice Insurance Brokers Ltd trading as Ladybird (Ladybird) following the cancellation of his car insurance policy. What happened Mr L took out a car insurance policy with an insurer (“the insurer”) via... (3 pages)View decision -
Decision Reference DRN-5126460
19 Dec 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5126460 The complaint The estate of Mrs W complains that ReAssure Life Limited stopped making annuity payments to her in 2017 without any explanation or notification. They went on to say that when ReAssure re-started payments, an avoidable large tax liability was incurred as a conse... (5 pages)View decision -
Decision Reference DRN-5198228
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5198228 The complaint Mrs D complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Mrs D had an account with Monzo. Between February and March 2024 several payments, totalling just under £10,500 were made into Mrs D... (4 pages)View decision -
Decision Reference DRN-5142422
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5142422 The complaint Mr M complains that American Express Services Europe Limited (AESEL) did not assist him with providing him a certificate of insurance. What happened Mr M has an Amex credit card which he says he pays £575 a year which includes benefits such as car rental insura... (3 pages)View decision -
Decision Reference DRN-5211947
19 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5211947 The complaint X complains Barclays Bank UK PLC closed her accounts without taking adequate steps to notify her given it knew she resided abroad. She also complains Barclays didn’t take reasonable measures to help her retrieve her funds causing undue delay. X says Barclays’ a... (8 pages)View decision
