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 369228 results
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Decision Reference DRN-5157358
20 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5157358 The complaint Mr W complained to us about the actions of HSBC UK Bank Plc, trading as first direct (‘first direct’) in relation to activity involving the current and savings accounts he held. What happened Your text here In May 2023 Mr W made an arrangement with first direc... (4 pages)View decision -
Decision Reference DRN-4596510
20 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4596510 The complaint Mrs T complains that PayPal (Europe) Sarl et Cie SCA has declined to refund two payments she says she didn’t make or allow anyone else to make. What happened In April 2023, two online payments were made using Mrs T’s PayPal account totalling over £650. Mrs T sa... (2 pages)View decision -
Decision Reference DRN-5160198
20 Nov 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5160198 The complaint Mr H has a self-invested personal pension (SIPP) with Westerby Trustee Services Limited (“Westerby”). Mr H’s complaint is that Westerby did not make adequate checks – due diligence – on an investment made in his SIPP in 2014. That investment failed in 2017 and... (21 pages)View decision -
Decision Reference DRN-5159988
20 Nov 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5159988 The complaint Mr P has a self-invested personal pension (SIPP) with Westerby Trustee Services Limited (“Westerby”). Mr P thinks Westerby did not make adequate checks – due diligence – on an investment made in his SIPP in 2015. That investment failed in 2017 and Mr P has los... (20 pages)View decision -
Decision Reference DRN-4943762
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4943762 The complaint Mr C’s complaint relates to his central heating insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with claims and complaints on its... (4 pages)View decision -
Decision Reference DRN-5114896
20 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5114896 The complaint Mrs E’s complaint is about a claim she made on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy. Mrs E says she was treated unfairly. What happened Mrs E took out a pet insurance policy underwritten by Red Sands which started... (3 pages)View decision -
Decision Reference DRN-4819180
20 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819180 The complaint Mr N complains Admiral Insurance (Gibraltar) Limited hasn’t handled a claim against his home insurance policy fairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons ... (2 pages)View decision -
Decision Reference DRN-4998037
20 Nov 2024 Investec Wealth & Investment Limited UpheldPensions and AnnuitiesDRN-4998037 The complaint Mrs H complains about advice received from Investec Wealth & Investment Limited (Investec) to take out a Self-Invested Personal Pension (SIPP) with investments managed on a discretionary fund management basis (DFM). She says this was an inappropriate way ... (11 pages)View decision -
Decision Reference DRN-4641202
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4641202 The complaint Mr and Ms R complain that National Westminster Bank Plc (NatWest) didn’t do enough to protect them when they made a payment to an investment they now say is a scam. What happened Mr and Ms R made a payment of £20,000 in March 2018 to invest in an overseas prope... (2 pages)View decision -
Decision Reference DRN-4976714
20 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4976714 The complaint Mr and Mrs P are unhappy that National Westminster Bank Plc (“NatWest”) blocked and closed their account. What happened Mr and Mrs P had a joint account with NatWest. In May 2023 they discovered their account had been blocked and they were unable to use their ... (4 pages)View decision
