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 384131 results
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Decision Reference DRN-5446358
31 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5446358 The complaint Mr H has complained about the way AA Underwriting Insurance Company Limited (AAUIC) handled his claim under his Car Insurance policy and the impact this had on him. And about the effect this had on his ability to obtain insurance. He has also complained about t... (5 pages)View decision -
Decision Reference DRN-5421783
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5421783 The complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) continued to send his ex-wife notifications about activity on his account, despite his ex-wife being removed from the account in December 2021. What happened Mr R held a joint account with his now ex-wife. How... (2 pages)View decision -
Decision Reference DRN-5311846
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5311846 The complaint Mr P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) should not have blocked transactions on his debit and credit card while he was abroad. What happened The background to this complaint is well known to both parties, so I will just outline ... (3 pages)View decision -
Decision Reference DRN-4821724
31 Mar 2025 Cofunds Limited Not upheldInvestmentsDRN-4821724 The complaint Mrs M complains that Cofunds Limited trading as Aegon has unreasonably delayed the transfer of her stocks and shares ISA. What happened Since 2013, Mrs M and her husband held investment ISAs with Aegon – on its Nationwide platform. In April 2022, they decided ... (5 pages)View decision -
Decision Reference DRN-4790870
31 Mar 2025 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4790870 The complaint Mrs R’s representative has complained, on her behalf, that following advice from JLT Wealth Management Limited, she transferred her defined benefits from her occupational pension scheme (OPS) to a Personal Pension Policy (PPP). What happened The investigator w... (9 pages)View decision -
Decision Reference DRN-5137335
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5137335 The complaint T complains that Starling Bank Limited unfairly closed its business account. T is represented in bringing this complaint to us by its director, Mr N. What happened T opened an account with Starling Bank in April 2019. In June 2024, Starling Bank contacted Mr N ... (2 pages)View decision -
Decision Reference DRN-5360680
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5360680 The complaint Mr M is unhappy with how Assurant General Insurance Limited has handled a claim he made on his mobile phone insurance. What happened Mr M held mobile phone insurance underwritten by Assurant. Mr M sadly had several mobile phones stolen during a trip abroad, so... (3 pages)View decision -
Decision Reference DRN-4412835
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4412835 Complaint Miss B is unhappy that Revolut Ltd didn’t refund her losses when she told it she’d fallen victim to an investment scam. Background In early 2019, Miss B was contacted by someone claiming to represent an investment firm. She was told they offered the opportunity to ... (3 pages)View decision -
Decision Reference DRN-4998115
31 Mar 2025 Fogwill & Jones Asset Management Ltd Not upheldInvestmentsDRN-4998115 The complaint Mr L complains Fogwill & Jones Asset Management Ltd (“Fogwill”) is at fault for keeping too high a proportion of cash in his portfolio which didn’t align with his risk profile. He says his portfolio underperformed as a result and from the start of 2022 unti... (4 pages)View decision -
Decision Reference DRN-4883560
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4883560 The complaint Mr M complains Tesco Personal Finance Limited trading as Tesco Bank won’t reimburse funds he lost when he fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint because he didn’t think any of the payments looked suspiciou... (2 pages)View decision
