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 362716 results
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Decision Reference DRN-4250492
5 Mar 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4250492 The complaint Mr M complains that Madison CF UK Limited (trading as 118 118 Money) has unreasonably held him liable for transactions he says he didn’t make. What happened Mr M held a credit card account with 118 118 Money. In October 2022 he received an email from the business ... (4 pages)View decision -
Decision Reference DRN-4635408
5 Mar 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4635408 The complaint Mr R is unhappy that the Guaranteed Minimum Pension (GMP) ReAssure Limited (ReAssure) has offered is lower than the GMP notified to him in 2017. Mr R wants ReAssure to honour the higher figure. What happened Mr R has a Section 32 buy out plan with ReAssure. It sta... (4 pages)View decision -
Decision Reference DRN-4232606
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4232606 The complaint The representative of the estate of Mr M complains that Mr M was the victim of a number of scams and that HSBC UK Bank Plc (“HSBC”) didn’t do enough to prevent the scams or recover his money. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-4300138
5 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4300138 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-4618942
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4618942 The complaint Mr H is unhappy that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse him a loss he says he suffered at the hands of fraudsters. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail h... (3 pages)View decision -
Decision Reference DRN-4468971
5 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4468971 The complaint Mr N complains that Barclays Bank UK PLC can’t locate the items he says he deposited in their safe custody service. What happened Mr N says that he visited a branch of Barclays, and he deposited items with them into their safe custody service. He says he was infor... (2 pages)View decision -
Decision Reference DRN-4661665
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4661665 The complaint Mr W complains that Admiral Insurance (Gibraltar) Limited have delayed in dealing with his claim, provided poor service, and have made deductions from his settlement. What happened In January 2023 Mr W had an accident. Admiral took the car to their approved repai... (4 pages)View decision -
Decision Reference DRN-4586713
5 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4586713 The complaint B is a company and is represented in bringing this complaint by its director, whom I’ll refer to as “Ms S”. She complains about the way HSBC UK Bank Plc handled B’s accounts when there was a dispute among directors. What happened Ms S and her business partner were... (4 pages)View decision -
Decision Reference DRN-4465452
5 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4465452 The complaint D, a limited company complains that National Westminster Bank Plc (NatWest) closed its bank account without reason. D wants NatWest to provide a proper explanation and reopen the account. D is also unhappy that NatWest prevented it from using the account switchin... (4 pages)View decision -
Decision Reference DRN-4661601
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4661601 The complaint Miss O complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction she didn’t recognise. What happened What Miss O says Miss O explained that she was in a relationship at the time and believes her partner used her Monzo card to make a payment from her a... (4 pages)View decision
