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 364862 results
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Decision Reference DRN-5355247
27 Mar 2025 UNUM Limited Not upheldInsuranceDRN-5355247 The complaint Mrs D is unhappy with the way in which Unum Limited handled a claim made under a group income protection insurance policy after she was signed off work as too ill to work. That includes the time taken to accept the claim, after initially declining it. What hap... (4 pages)View decision -
Decision Reference DRN-5425492
27 Mar 2025 Farley & Thompson UpheldInvestmentsDRN-5425492 The complaint Mrs D complains about Farley & Thompson (“F&T”) in relation to its management of her portfolio. In summary, she says she is unhappy about the following: • The performance of her investments since investing with F&T in 2019. • The costs and charges... (13 pages)View decision -
Decision Reference DRN-5349515
27 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5349515 The complaint Mrs P and Mr P are unhappy with the service provided by Aviva Insurance Limited (Aviva) when dealing with a claim under their home emergency insurance policy. Mrs P and Mr P are both parties to this complaint. Mr P has primarily dealt with this service. For ea... (3 pages)View decision -
Decision Reference DRN-4798697
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4798697 The complaint Mrs B complains HSBC UK Bank Plc won’t reimburse money she lost when she fell victim to an investment scam. What happened In 2022 Mrs B lost over £600,000 to a crypto investment scam. She was tricked into believing she was investing in crypto through a legitima... (4 pages)View decision -
Decision Reference DRN-5317437
27 Mar 2025 Leeds Building Society UpheldBanking and PaymentsDRN-5317437 The complaint Ms B complains Leeds Building Society closed her fixed rate individual savings account (ISA) without her consent. What happened Ms B held a fixed rate ISA with Leeds and opened a new fixed rate ISA, with a better rate of interest. Ms B wanted to transfer an e... (4 pages)View decision -
Decision Reference DRN-4816681
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4816681 The complaint Mr C has complained about how Bank of Scotland plc, trading as Halifax, handled his disputed transaction. What happened Mr C used his Halifax credit card to pay a booking agent for a hire car abroad. However, when he went to collect it, he’d been deemed a ‘no-s... (2 pages)View decision -
Decision Reference DRN-5298774
27 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5298774 The complaint Miss R complains about the way that NewDay Ltd trading as Aqua handled her credit card account. What happened Miss R holds a credit card with NewDay. She contacted NewDay on 18 September 2024 after receiving a message about her outstanding balance. Miss R expla... (3 pages)View decision -
Decision Reference DRN-5431579
27 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5431579 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money’s actions meant he was unable to access his money for five weeks and that this had a significant impact on him. What happened Mr H had a joint account with his now ex-wife. Mr H called Virgin Money to u... (3 pages)View decision -
Decision Reference DRN-5417918
27 Mar 2025 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-5417918 The complaint Mr L complains that The On-Line Partnership Limited (TOLP) failed to provide him with the ongoing advice he expected in relation to his pension plan. What happened In August 2021 Mr L asked TOLP to give him advice about his pensions. At that time, he had severa... (4 pages)View decision -
Decision Reference DRN-5245291
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5245291 The complaint Mrs N complains that Wise Payments Limited will not refund all of the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in... (4 pages)View decision
