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 367926 results
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Decision Reference DRN-5085832
2 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5085832 The complaint A company which I’ll refer to as E, complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost after falling victim to a scam. Mr T, who is a director of E, brings the complaint on E’s behalf. What happened The background to this complaint isn’... (3 pages)View decision -
Decision Reference DRN-4983085
1 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4983085 THE COMPLAINT Mr B holds/held an account with Revolut Ltd (“Revolut”). Mr B’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer t... (4 pages)View decision -
Decision Reference DRN-4974931
1 Jun 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4974931 The complaint Mr D complains about the operation of his Unit Trust Assurance Plan held with The Prudential Assurance Company Limited. In summary, he says he has not been supplied with information from Prudential regarding the administration of the investment’s underlying fun... (5 pages)View decision -
Decision Reference DRN-5593847
31 May 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5593847 The complaint Mr R complains that ReAssure Limited failed to tell him that his pension Buy Out Plan couldn’t be transferred to a new provider; he says that he wasted two years shopping around looking for a new firm to move his plan to, which is something he was never entitle... (6 pages)View decision -
Decision Reference DRN-5172163
31 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5172163 The complaint Dr S complains that on several occasions, he’s been unable to log into his trading account with Hargreaves Lansdown Asset Management Limited (‘HL’). As Dr S states that he sometimes wishes to trade outside of normal office hours, he believes that he’s been plac... (6 pages)View decision -
Decision Reference DRN-5488414
31 May 2025 Montfort International Limited UpheldPensions and AnnuitiesDRN-5488414 The complaint Mr H has complained that Montfort International Limited (‘MIL’) caused delays to his pension transfer / encashment. During this delay the value available to Mr H fell. Mr H has also complained about the fees levied by MIL when the transfer advice itself was ult... (7 pages)View decision -
Decision Reference DRN-5474216
31 May 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5474216 The complaint Mr G has complained about the delays suffered in transferring his pension from St James Place (‘SJP’) to Financial Administration Services Limited (‘Fidelity’). Mr G has stated that delays to the transfer have caused financial losses. There have been complaints... (4 pages)View decision -
Decision Reference DRN-5474183
31 May 2025 St James's Place UK plc Not upheldPensions and AnnuitiesDRN-5474183 The complaint Mr G has complained about the delays in transferring his pension from St James's Place UK plc (‘SJP’) to Fidelity. Mr G has stated that these delays have caused financial loss, distress, and inconvenience. Mr G has registered complaints against SJP, Fideli... (3 pages)View decision -
Decision Reference DRN-5474194
31 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5474194 The complaint Mr G has complained about the delays suffered in transferring his pension from St James Place (‘SJP’) to Financial Administration Services Limited (‘Fidelity’). Prior to 2017 Mr G’s pension had been held with The Prudential Assurance Company Limited (‘Prudentia... (4 pages)View decision -
Decision Reference DRN-5318853
31 May 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5318853 The complaint Miss T complains West Bay Insurance Plc handled her motor insurance claim poorly. West Bay’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being West Bay’s own. What happened In May 2024 Mi... (3 pages)View decision
