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 375119 results
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Decision Reference DRN-4982379
17 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4982379 The complaint Ms H complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms H found an investment opportunity through social media. An individual contacted her and said they could help her invest in cryptocurrency. She spoke with th... (8 pages)View decision -
Decision Reference DRN-5253068
17 Jan 2025 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5253068 The complaint Mr R complains that Vanguard Asset Management Ltd (Vanguard) caused avoidable delays to the set up his SIPP. This led to a delay in accessing his monthly pension and his Tax-Free Cash (TFC) lump sum, which meant he couldn’t make the investments he wanted to mak... (3 pages)View decision -
Decision Reference DRN-5257247
17 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5257247 The complaint Mr E is unhappy about the service he received from Lloyds Bank PLC. What happened On one occasion when Mr E visited a Lloyds branch, he was directed to the wrong queue and it took him about 20 minutes to be served. On another visit to a branch when he reached t... (2 pages)View decision -
Decision Reference DRN-5160928
17 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5160928 The complaint Ms H complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms H found an individual on social media who claimed to have a fully remote job opportunity. She looked into the website and felt it looked genuine, so signed ... (3 pages)View decision -
Decision Reference DRN-5218120
17 Jan 2025 Hampshire Trust Bank Plc UpheldBanking and PaymentsDRN-5218120 The complaint Mr N is unhappy with Hampshire Trust Bank (HTB). He went to log in to his account but found he was no longer able to without a mobile phone. Mr N doesn’t have a mobile phone. What happened In May 2024 Mr N found he was unable to access his account. He said HT... (3 pages)View decision -
Decision Reference DRN-5218985
17 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5218985 The complaint Mr O has complained that Domestic & General Insurance Plc (‘D&G’) declined his claim under his appliance protection policy. For the avoidance of doubt, the term D&G includes reference to its agents and representatives. What happened Mr O’s fridge-f... (3 pages)View decision -
Decision Reference DRN-5236520
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5236520 The complaint Ms F and Mr J are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their water damage claim under their buildings insurance policy. The policy was held in joint names. For ease of reading and because he brought the complaint, I’ll... (3 pages)View decision -
Decision Reference DRN-5269583
17 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5269583 The complaint Mr M complains that Assurant General Insurance Limited (Assurant) declined a claim he made under his mobile phone insurance policy. What happened Mr M pays a monthly fee as part of his bank account to have a variety of different insurance and protection polici... (3 pages)View decision -
Decision Reference DRN-5261150
17 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5261150 The complaint Ms C complains that Barclays Bank UK PLC hasn’t allowed her to make payments to her buy to let mortgage. It then began taking legal action to recover the arrears that resulted. What happened Ms C has a buy to let mortgage with Barclays. The property is tenanted... (5 pages)View decision -
Decision Reference DRN-4823724
17 Jan 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-4823724 The complaint Mr T complains about Interactive Investor Services Limited (II). He’s unhappy that he is unable to sell assets they hold on his behalf if he doesn’t agree to their terms. What happened Mr T held an Investment Trust Savings Plan (ITSP) with a firm (B1). In June ... (2 pages)View decision
