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 370904 results
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Decision Reference DRN-4882532
12 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4882532 The complaint Mr D complains that Hargreaves Lansdown Asset Management Limited (‘HL’) didn’t make him aware of the risks in two specific shares within his Individual Savings Account (‘ISA’) and Share account. Both shares have suffered significant losses and Mr D believes Har... (3 pages)View decision -
Decision Reference DRN-4960308
12 Aug 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4960308 The complaint Mr L complains that Moneybarn No. 1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him. Mr L is bringing this complaint with the help of a representative, but for ease I’ll refer to Mr L throughout this provisional decision. Wh... (5 pages)View decision -
Decision Reference DRN-4920996
12 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4920996 The complaint Mrs B complains that Revolut Ltd won’t reimburse her after she fell victim to a safe account scam. What happened Mrs B has explained that on 9 January 2024, she received a call from a ‘no caller ID’ number. The caller claimed to work for the company with which ... (4 pages)View decision -
Decision Reference DRN-4849896
12 Aug 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4849896 The complaint Mr B complains about how Amtrust Europe Limited (“Amtrust”) settled a claim under his cosmetic damage repair policy. When I mention Amtrust I also mean its suppliers and repairers. What happened Mr B had a policy from Amtrust that pays for repairs to cosmetic d... (2 pages)View decision -
Decision Reference DRN-4960202
12 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4960202 The complaint A company which I’ll refer to as B, complains that Barclays Bank (UK) PLC (Barclays) unfairly and without notice closed two of its bank accounts. In bringing this complaint, B is represented by its director who I’ll refer to as Mr D. What happened There’s lit... (4 pages)View decision -
Decision Reference DRN-4934743
12 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsThe complaint Mrs H complains that HSBC UK Bank Plc did not properly address the problems she had with her bank card and PIN. She said HSBC advised her to go to a branch for which she has incurred a great deal of costs which haven’t been reimbursed. What happened In April 2024 Mrs H had is... (3 pages)View decision -
Decision Reference DRN-4779255
12 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4779255 The complaint Miss B complains that Monzo Bank Ltd closed her account and registered a Cifas marker against her without due cause. What happened Miss B opened an account with Monzo Bank Ltd on 13 August 2021. The account remained unused until 5 September 2022 when several p... (3 pages)View decision -
Decision Reference DRN-4776647
12 Aug 2024 Just Retirement Limited Not upheldMortgagesDRN-4776647 The complaint Mr and Mrs H complain that they were mis-sold a Lifetime Mortgage (LM) by Just Retirement Limited (JRL). What happened In 2014 Mr and Mrs H took financial advice from a financial advisor AH who worked for a regulated independent financial intermediary business... (2 pages)View decision -
Decision Reference DRN-4959838
12 Aug 2024 Cater Allen Limited UpheldBanking and PaymentsDRN-4959838 The complaint Mr F complains Cater Allen Limited trading as Cater Allen Private Bank (CA) acted unfairly when it closed his bank account and failed to send him the closing balance. What happened Mr F says he held a banking relationship with CA for around 40 years and in 2022... (4 pages)View decision -
Decision Reference DRN-4959924
12 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4959924 The complaint Mrs M has complained that Red Sands Insurance Company (Europe) Limited has only offered to partially settle a claim she made on a travel insurance policy. What happened Mrs M was on holiday abroad in May 2023 when she became unwell. On 28 May 2023 the hotel ar... (3 pages)View decision
