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 363925 results
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Decision Reference DRN-4809711
3 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4809711 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she made a payment to a property investment opportunity she now considers was a scam. What happened Mrs C made a £10,000 payment from her Santander account towards a property development... (2 pages)View decision -
Decision Reference DRN-4811095
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4811095 The complaint Mr and Mrs C complain that HSBC UK Bank Plc trading as first direct didn’t do enough to protect them when they made two payments to a property investment opportunity they now consider was a scam. What happened Mr and Mrs C made two £10,000 payments online from ... (2 pages)View decision -
Decision Reference DRN-4723244
3 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4723244 The complaint Miss R complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened an... (7 pages)View decision -
Decision Reference DRN-5130809
3 Dec 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5130809 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. What happened In February 2022 Mr R was supplied with a used car through a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5139097
3 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5139097 The complaint Mr M has complained about the way Barclays Bank UK PLC handled a case of alleged identity theft. What happened In November 2023, two applications were made for a Barclaycard credit card in Mr M’s name. One application was approved, and the other was turned down... (3 pages)View decision -
Decision Reference DRN-5015425
3 Dec 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5015425 The complaint Mr M complains that his Self-Invested Personal Pension (SIPP) suffered poor performance over a span of a number of years. He attributes this to advice given from 2009 onwards including advice given when Mr M was a customer of Pi Financial Ltd after his adviser ... (8 pages)View decision -
Decision Reference DRN-5061350
3 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5061350 The complaint Mr and Mrs F have complained that Royal & Sun Alliance Insurance Limited (RSA) rejected a claim they made under their home and buildings insurance policy for storm damage. As Mr F is the lead complainant, I’ve mainly referred to him in my decision, for both... (3 pages)View decision -
Decision Reference DRN-4942740
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4942740 Complaint Mrs S is unhappy that Barclays Bank UK PLC didn’t do more to help her when she told it she’d fallen victim to fraud. Background The background to this case is well known to the parties, so I do not intend to set it out in full here. What follows is a brief summary ... (2 pages)View decision -
Decision Reference DRN-4998406
3 Dec 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4998406 The complaint Mr T complains that J.P. Morgan Europe Limited closed his account without notice or good reason and that it delayed returning funds to him. J.P. Morgan Europe Limited operates in this case under its Chase brand. What happened Mr T held a Chase account. On 1 May... (2 pages)View decision -
Decision Reference DRN-5182835
3 Dec 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5182835 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in October 2017. His pension was held with a business that ReAssure Life Limited has since become re... (13 pages)View decision
