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 375868 results
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Decision Reference DRN-5050355
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5050355 The complaint Mr C says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t be repeating these in detail here. Mr C says over 14... (3 pages)View decision -
Decision Reference DRN-5256651
21 Mar 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5256651 The complaint Mr L complains that St. James's Place Wealth Management Plc (SJP) gave him unsuitable pension advice, leading to a financial loss. Mr L is represented in his complaint. But I’ll only refer to him in my decision. What happened Mr L met with an SJP adviser i... (5 pages)View decision -
Decision Reference DRN-5163892
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5163892 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to an investment scam. Background In November 2023, Mr B came across an advert on social media. It was promoting an investment opportunity that involved the use of an artifici... (3 pages)View decision -
Decision Reference DRN-5392305
21 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5392305 The complaint Mr B is unhappy Red Sands Insurance Company (Europe) Limited (“Red Sands”) has declined a pet insurance claim. Any reference to Red Sands includes the actions of its agents. What happened Mr B had a pet insurance policy for his dog, “S”. Due to an illness, S, s... (3 pages)View decision -
Decision Reference DRN-5417658
21 Mar 2025 Campbell Harrison Ltd UpheldPensions and AnnuitiesDRN-5417658 The complaint Mrs M complains about the advice given by Campbell Harrison Ltd (‘CHL’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme into a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and believes ... (10 pages)View decision -
Decision Reference DRN-4895043
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4895043 The complaint Mr F complains Santander UK Plc unfairly restricted his accounts, and then closed them without warning. Mr F says the poor service and communication he received had a detrimental impact on him. What happened The facts of the complaint are well known to both pa... (4 pages)View decision -
Decision Reference DRN-5415576
21 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5415576 The complaint Mrs D complains that Starling Bank Limited hasn’t reimbursed funds she lost to an investment scam. What happened In October 2022, Mrs D’s husband’s friend and colleague approached them about a property investment opportunity he was involved in with his neighbou... (4 pages)View decision -
Decision Reference DRN-5341549
21 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341549 The complaint Mrs C complains that Nationwide Building Society blocked her account and sent money that was paid into her account back to source. What happened Mrs C has a current account with Nationwide. Mrs C and her husband owned a caravan. In August 2024 they decided to... (4 pages)View decision -
Decision Reference DRN-5371240
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5371240 The complaint Miss C has complained about the service she received and the valuation reached when she made a claim under her car insurance policy with Admiral Insurance (Gibraltar) Limited. Miss C is being represented by Mr A in her complaint. What happened In August 2024 Mi... (2 pages)View decision -
Decision Reference DRN-5290264
21 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5290264 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase didn’t help when a pre- authorisation payment that wasn’t going to be claimed caused him to go overdrawn. What happened Mr L has a current account and a savings account with Chase. His account doesn’t c... (2 pages)View decision
