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 381195 results
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Decision Reference DRN-5425492
27 Mar 2025 Farley & Thompson UpheldInvestmentsDRN-5425492 The complaint Mrs D complains about Farley & Thompson (“F&T”) in relation to its management of her portfolio. In summary, she says she is unhappy about the following: • The performance of her investments since investing with F&T in 2019. • The costs and charges... (13 pages)View decision -
Decision Reference DRN-5349515
27 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5349515 The complaint Mrs P and Mr P are unhappy with the service provided by Aviva Insurance Limited (Aviva) when dealing with a claim under their home emergency insurance policy. Mrs P and Mr P are both parties to this complaint. Mr P has primarily dealt with this service. For ea... (3 pages)View decision -
Decision Reference DRN-4798697
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4798697 The complaint Mrs B complains HSBC UK Bank Plc won’t reimburse money she lost when she fell victim to an investment scam. What happened In 2022 Mrs B lost over £600,000 to a crypto investment scam. She was tricked into believing she was investing in crypto through a legitima... (4 pages)View decision -
Decision Reference DRN-5317437
27 Mar 2025 Leeds Building Society UpheldBanking and PaymentsDRN-5317437 The complaint Ms B complains Leeds Building Society closed her fixed rate individual savings account (ISA) without her consent. What happened Ms B held a fixed rate ISA with Leeds and opened a new fixed rate ISA, with a better rate of interest. Ms B wanted to transfer an e... (4 pages)View decision -
Decision Reference DRN-4816681
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4816681 The complaint Mr C has complained about how Bank of Scotland plc, trading as Halifax, handled his disputed transaction. What happened Mr C used his Halifax credit card to pay a booking agent for a hire car abroad. However, when he went to collect it, he’d been deemed a ‘no-s... (2 pages)View decision -
Decision Reference DRN-5298774
27 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5298774 The complaint Miss R complains about the way that NewDay Ltd trading as Aqua handled her credit card account. What happened Miss R holds a credit card with NewDay. She contacted NewDay on 18 September 2024 after receiving a message about her outstanding balance. Miss R expla... (3 pages)View decision -
Decision Reference DRN-5431579
27 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5431579 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money’s actions meant he was unable to access his money for five weeks and that this had a significant impact on him. What happened Mr H had a joint account with his now ex-wife. Mr H called Virgin Money to u... (3 pages)View decision -
Decision Reference DRN-5417918
27 Mar 2025 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-5417918 The complaint Mr L complains that The On-Line Partnership Limited (TOLP) failed to provide him with the ongoing advice he expected in relation to his pension plan. What happened In August 2021 Mr L asked TOLP to give him advice about his pensions. At that time, he had severa... (4 pages)View decision -
Decision Reference DRN-5245291
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5245291 The complaint Mrs N complains that Wise Payments Limited will not refund all of the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in... (4 pages)View decision -
Decision Reference DRN-5346498
27 Mar 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5346498 The complaint Mr and Mrs C complain that Allied World Assurance Company (Europe) dac declined a loss of rent claim on their commercial property insurance policy. What happened Mr and Mrs C own a property which they let to tenants. In December 2022 there was an escape of wate... (3 pages)View decision
