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 362196 results
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Decision Reference DRN-4695209
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4695209 The complaint Mr V complains about the service he received from Santander UK Plc when he was locked out of his on-line banking. What happened I issued a provisional decision on 6 March 2024, and this is what I said: I’ve considered the relevant information about this complaint.... (5 pages)View decision -
Decision Reference DRN-4705974
28 Mar 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4705974 The complaint Mr P is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 29 February 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence or arguments before I issued my f... (13 pages)View decision -
Decision Reference DRN-4708012
28 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4708012 The complaint Mr C is unhappy that Royal & Sun Alliance Insurance Limited (‘RSA’) stopped assessing a claim made under a group insurance policy which included personal accident cover (‘the policy’) after the policyholder withdrew the claim made on his behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-4708341
28 Mar 2024 Mattioli Woods PLC UpheldPensions and AnnuitiesDRN-4708341 The complaint Mr M and the estate of Miss R complain that Mattioli Woods PLC (MW) failed to carry out sufficient due diligence when accepting Miss R’s application to open a Self-Invested Personal Pension (SIPP), and on her subsequent investments in Store First. The complaint sa... (33 pages)View decision -
Decision Reference DRN-4361216
28 Mar 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4361216 The complaint Mr S complains about Barclays Bank UK PLC (‘Barclays’). He says that Barclays has failed to send him share certificates for some investments he holds. He says other platforms have been able to do this. Mr S says that this has led to him losing money as he couldn’t... (3 pages)View decision -
Decision Reference DRN-4546681
28 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4546681 The complaint Ms H complains about the way Barclays Bank UK PLC has dealt with her request to receive shares she inherited from her mother. Her concerns relate to the level of service she has received from Barclays whilst trying to open a Smart Investor (SI) account in her own ... (3 pages)View decision -
Decision Reference DRN-4546674
28 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4546674 The complaint Mr H complains about the way Barclays Bank UK PLC has dealt with his request to receive shares he inherited from his mother. His concerns relate to the level of service he has received from Barclays whilst trying to open a Smart Investor (SI) account in his own na... (3 pages)View decision -
Decision Reference DRN-4701466
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701466 The complaint Mr N is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 29 February 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issued my ... (10 pages)View decision -
Decision Reference DRN-4676051
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4676051 The complaint Mr N complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of an investment scam. Mr N has a representative but for ease of reading I will mainly just refer to Mr N. What happened The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-4713524
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4713524 The complaint Mrs N complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In June 2023, Mrs N was contacted by someone who said they worked for a recruitment firm, advising her of a job opportunity. Mrs N was told t... (4 pages)View decision
