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 366763 results
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Decision Reference DRN-4643083
23 May 2024 Bank of Scotland Plc UpheldPensions and AnnuitiesDRN-4643083 The complaint Mr N complains, in his capacity as a trustee of T, that it wasn’t possible to access T’s account with Bank of Scotland plc due to issues with the account mandate. What happened An account was opened with Bank of Scotland on T’s behalf in relation to their limited ... (3 pages)View decision -
Decision Reference DRN-4756231
23 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4756231 The complaint Mr P is unhappy that Revolut Ltd won’t refund payments he didn’t make. What happened Mr P explained his card details were phished using a link he believed was to reschedule a delivery. Following this, he received a call, using a spoofed Revolut number, from someo... (3 pages)View decision -
Decision Reference DRN-4637962
23 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4637962 The complaint Mr B complained about esure’s actions when he claimed for repairs under his motor insurance policy. What happened Mr B’s car was damaged when someone reversed into it. esure had their approved repairers (esure’s garage) repair it. When Mr B wasn’t happy with their... (4 pages)View decision -
Decision Reference DRN-4802331
23 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802331 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of an investment scam. What happened In November 2022, Mr H said he found a company online called ‘Crypto Pro Investment’ and invested £200 using a different bank account, via a cryptocurr... (4 pages)View decision -
Decision Reference DRN-4433538
23 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4433538 The complaint Mr T complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of what happened are well known to both parties – so I won’t... (3 pages)View decision -
Decision Reference DRN-4402922
23 May 2024 Thompson Riddle Associates Ltd Not upheldPensions and AnnuitiesDRN-4402922 The complaint Mr W has complained about Thompson Riddle Associates Ltd (‘TRA’) and their role in the transfer of his occupational defined benefit (‘DB’) pension. Mr W has stated he should not have been advised to transfer and has lost out financially as a result of TRA’s action... (3 pages)View decision -
Decision Reference DRN-4815278
23 May 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4815278 The complaint Mr S complained to Standard Life Assurance Limited (which is now part of Phoenix Life Limited) about the management of an investment held within his Self-Invested Personal Pension (SIPP). He says that Standard Life failed to redeem the investment when he requested... (7 pages)View decision -
Decision Reference DRN-4611466
23 May 2024 Citibank UK Limited Not upheldBanking and PaymentsDRN-4611466 The complaint Miss B complains Citibank UK Limited decided to close her account for commercial reasons. She would like an apology and to continue banking with them. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a br... (2 pages)View decision -
Decision Reference DRN-4814517
23 May 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4814517 The complaint Ms V complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (the “CCA”) and ... (4 pages)View decision -
Decision Reference DRN-4782677
23 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4782677 The complaint Mr P complains about how TSB Bank plc dealt with him following his fraud complaint. What happened Mr P says he called TSB about fraudulent activity on his account. He says he spoke to a number of TSB staff, but one staff member was aggressive towards him. Mr P say... (2 pages)View decision
