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 365917 results
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Decision Reference DRN-4983042
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4983042 The complaint Miss R says Santander UK PLC (“Santander”) refuses to refund her for a transaction on her account she says she didn’t authorise. What happened Miss R says she was trying to book a hotel for her and a friend, and she called a number she believed to be a genuine ... (2 pages)View decision -
Decision Reference DRN-5107250
14 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5107250 The complaint Mr H complains about the maturity value he received in respect of several with-profits plans administered and managed by Aviva Life & Pensions UK Limited (Aviva). Mr H complains that the value of his plans decreased from 2022 to 2023 and he received less th... (7 pages)View decision -
Decision Reference DRN-5147514
14 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5147514 The complaint A limited company, which I’ll refer to as L, complains that Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) closed its company credit card account and reported adverse information to the credit reference agencies (CRA). L is represented by its dire... (7 pages)View decision -
Decision Reference DRN-4897947
14 Nov 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4897947 The complaint Mr J complains about aspects of St James’s Place Wealth Management Plc’s (SJP) service. In particular that it acted unreasonably, and without transparency, in connection with fees it proposed to charge when he wanted to make a withdrawal from his pension. Mr J ... (9 pages)View decision -
Decision Reference DRN-4734713
14 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4734713 The complaint Mr and Mrs C complain that Lloyds Bank PLC won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs C have explained that they were introduced to an investment opportunity, provided by a ... (6 pages)View decision -
Decision Reference DRN-4436228
14 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4436228 The complaint Mrs S complains about the actions of Revolut Ltd when he lost money to a scam. Mrs S is being represented by a claims management company but for ease of reading I’ll only refer to Mrs S. What happened In May 2022 Mrs S was shown by a friend how to start inves... (3 pages)View decision -
Decision Reference DRN-5147539
14 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5147539 The complaint Mr N complains about the way U K Insurance Limited (UKI) handled claims under his motor insurance policy. What happened Mr N was involved in two accidents, so he contacted UKI to make claims through his insurance policy. There were delays due to liability bein... (3 pages)View decision -
Decision Reference DRN-5005761
14 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5005761 The complaint Miss W is unhappy that Bank of Scotland plc trading as Halifax have allowed her ex-partner to arrange a temporary interest only concession for six months under the mortgage charter. Miss W has said there is a marital dispute marker on the mortgage account so Ha... (3 pages)View decision -
Decision Reference DRN-4968660
14 Nov 2024 Vision Independent Financial Planning Ltd Not upheldInvestmentsDRN-4968660 The complaint Mrs D complains about an agreement she says she had with Mr H from Eighteen Wealth Planning Ltd (“EWPL”) – an appointed representative of Vision Independent Financial Planning Ltd (“Vision”) – that Vison refused to honour. In summary, she says that Mr H agreed... (7 pages)View decision -
Decision Reference DRN-5139605
14 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5139605 The complaint Mr and Mrs M are unhappy that Red Sands Insurance Company (Europe) Limited hasn’t provided them with a premium refund. Mrs M is a joint policyholder. As Mr M brought the complaint, I’ll mainly refer to him in my decision. This complaint also involves the acti... (4 pages)View decision
