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 370149 results
-
Decision Reference DRN-5153364
30 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5153364 The complaint Mr I’s complaint is about how Standard Life (now part of Phoenix Life Limited) handled the investments in his pension plan. He says he made a conscious decision to de-risk his pension, reducing the risk factor from 5 to 3 in February 2022. However the fund he m... (7 pages)View decision -
Decision Reference DRN-4956953
30 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4956953 The complaint Mr G complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund historic direct debits. What happened In late 2023, Mr G raised several claims for refunds relating to numerous direct debits taken from his account between 2006 and 2014. ... (3 pages)View decision -
Decision Reference DRN-5181443
30 Dec 2024 Wakam Not upheldInsuranceDRN-5181443 The complaint Mr K complains about how Wakam dealt with a claim on his motor insurance. References to Wakam include other organisations and individuals acting on its behalf. What happened Mr K had motor insurance underwritten by Wakam. He reported his car stolen and made a c... (3 pages)View decision -
Decision Reference DRN-5233516
30 Dec 2024 Standard Life Savings Limited UpheldInvestmentsDRN-5233516 The complaint Mr A complained about Standard Life Savings Limited trading as Abrdn Wrap (Abrdn). He said Abrdn delayed his transfer request to move funds from his stocks and shares ISA to another provider. Mr A said there were periods of time that he was disinvested from th... (10 pages)View decision -
Decision Reference DRN-5164606
30 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5164606 The complaint Mr B, who is represented by a professional representative (‘PR’) complains that Mitsubishi HC Capital UK PLC (‘Mitsubishi’) rejected his claims under sections 75 and 140A Consumer Credit Act (‘CCA’) in respect of several holiday product purchases. What happened... (5 pages)View decision -
Decision Reference DRN-5171463
30 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5171463 The complaint Mr B complains Metro Bank PLC closed his ISA account and he was unable to access is account information during his ISA transfer. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in d... (2 pages)View decision -
Decision Reference DRN-5233272
30 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5233272 The complaint Mr R complains that National Westminster Bank Plc (NatWest) defaulted his current account. What happened I issued my provisional decision about this complaint on 6 December 2024. I set out the background as follows: “Mr R held a current account with NatWest tha... (5 pages)View decision -
Decision Reference DRN-5105248
30 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5105248 The complaint Mr S complains that National Westminster Bank Plc (“NatWest”) won’t refund a payment sent as part of a scam. Mr S has made his complaint through representatives, but for ease I’ve only referred to Mr S throughout the decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-5233477
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5233477 The complaint Mrs H complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. What happened The detailed background to what happened is well known to both parties and has been previously set out by the investigator. Briefly, Mrs H f... (3 pages)View decision -
Decision Reference DRN-5172130
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5172130 The complaint Mr M complains Barclays Bank UK PLC blocked his account when he tried to make a payment to a known payee. He’s also unhappy with the poor service when he tried to resolve the issue. What happened On 21 June 2024, Mr M attempted to make a payment, but it was hel... (4 pages)View decision
