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 381194 results
-
Decision Reference DRN-5422643
25 Mar 2025 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5422643 The complaint Mr J has complained about a transfer of his Liverpool Victoria Financial Services Limited (LV) personal pension to the Incartus Investment Pension Scheme 2 (‘the scheme’) – an occupational pension scheme (OPS) – in January 2016. The scheme has been suspected of... (11 pages)View decision -
Decision Reference DRN-5038607
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5038607 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse money he lost to a scam. What happened The background to this complaint has been set out in some detail by our investigator. I won’t repeat it all here. Briefly I u... (5 pages)View decision -
Decision Reference DRN-5223448
25 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5223448 The complaint Mr B complains that Hargreaves Lansdown Asset Management Limited (“HL”) has unfairly removed a limit option facility on his shares. What happened Mr B had a stocks and shares ISA and SIPP income drawdown account with HL. Mr H held shares in a company, which I s... (2 pages)View decision -
Decision Reference DRN-5329590
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329590 The complaint Mrs N complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2022, Mrs N received a text message from someone who said they were from a recruitment company and had a potential job for her. And... (3 pages)View decision -
Decision Reference DRN-5046378
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5046378 The complaint Miss S complains HSBC UK Bank Plc blocked her credit card and charged her additional interest when it shouldn’t have done so. What happened Miss S has a credit card account with HSBC. On 2 September 2023 Miss S called HSBC to find out why her credit card kept o... (2 pages)View decision -
Decision Reference DRN-5366504
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5366504 The complaint Mr V complains that Aviva Insurance Limited (“Aviva”) declined a claim for a leak, but still charged an excess under his home emergency policy. What happened Mr V had a home emergency insurance policy from Aviva covering various domestic emergencies. Mr V found... (2 pages)View decision -
Decision Reference DRN-5424650
25 Mar 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5424650 The complaint Mr B has complained that his European motor breakdown insurer, Millennium Insurance Company Limited (‘Millennium’), is refusing to repatriate his car after it broke down whilst abroad. Millennium is the underwriter of this policy i.e., the insurer. During the ... (4 pages)View decision -
Decision Reference DRN-4992556
25 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4992556 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) has declined to offer him a refund after he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary... (6 pages)View decision -
Decision Reference DRN-5043137
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5043137 The complaint Mr C complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In October 2023, Mr C saw a post on a social media platform by an old friend of his talking about money they’d made investing with cryptocurrency... (3 pages)View decision -
Decision Reference DRN-5420662
25 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5420662 The complaint Mr and Mrs P complain about difficulties they experienced in making debit card payments to deposit money in their National Savings and Investments (“NS&I”) account. What happened A summary of what happened is below. Mr and Mrs P live overseas but have a UK... (2 pages)View decision
