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-4594534
20 Mar 2024 State Bank Of India (UK) Limited Not upheldBanking and PaymentsDRN-4594534 The complaint Mrs O has complained that State Bank of India (UK) Limited (“SBI”) won’t refund transactions she says she didn’t make or otherwise authorise. What happened In April 2020, Mrs O’s registered mobile phone number was changed. This was verified by a security call. In ... (3 pages)View decision -
Decision Reference DRN-4673586
20 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4673586 The complaint Mr C and Ms M have complained that Astrenska Insurance Limited (trading as Collinson Insurance) declined a claim they made on a travel insurance policy. As it is Mr C leading on making the complaint, I will mostly just be referring to him in this decision. What ha... (3 pages)View decision -
Decision Reference DRN-4697064
20 Mar 2024 Affinity Select Insurance Services Limited UpheldMortgagesDRN-4697064 The complaint Mr and Mrs S complain that an appointed representative of Affinity Select Insurance Services Limited made errors when it submitted a mortgage application on their behalf. As a result, they missed out on a lower interest rate product. They ask for compensation. Wha... (3 pages)View decision -
Decision Reference DRN-4697113
20 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4697113 The complaint Miss A complains Barclays Bank UK PLC caused her indescribable harm when it left her without a working debit card for days given that she’s a vulnerable, disabled individual. She also complains that Barclays Bank UK PLC never took her complaint seriously and discr... (2 pages)View decision -
Decision Reference DRN-4532573
20 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4532573 The complaint Mr K complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. Mr K has a representative but for ease of reading I will mainly just refer to Mr K. What happened The details of this complaint are well known to bot... (3 pages)View decision -
Decision Reference DRN-3998088
20 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3998088 The complaint Mr J has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly) Carey Pensions UK LLP (“Options”). Mr J’s complaint is that Options accepted his application to open a SIPP and invest in an overseas property-based investment arrang... (21 pages)View decision -
Decision Reference DRN-4689858
20 Mar 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4689858 The complaint A company, that I’ll refer to as T, complains that PrePay Technologies Limited didn’t reimburse it after it fell victim to a scam. Mrs D, a director of T, brings the complaint on T’s behalf. PrePay Technologies Limited provide T’s account on behalf of Mettle. For ... (2 pages)View decision -
Decision Reference DRN-4534943
20 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4534943 The complaint Mr S has complained on behalf of company M that Metro Bank PLC (‘Metro’) delayed the process for changing signatories when there was a change in company director and this led to M suffering losses of around £19,000. He’s also unhappy Metro decided to close the acc... (5 pages)View decision -
Decision Reference DRN-4648270
20 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4648270 The complaint Mr C complains that Aviva Life & Pensions UK Limited (“Aviva”) unfairly delayed the start of his annuity meaning that he has missed out on one month’s income. What happened I issued a provisional decision on this complaint in January 2024. In that decision I e... (5 pages)View decision -
Decision Reference DRN-4671297
20 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4671297 The complaint Mrs W is unhappy HSBC Bank UK Plc (trading as first direct) won’t reimburse her for the money she lost when she fell victim to a scam. What happened Mrs W is represented in this complaint by a solicitor, for simplicity I will refer to Mrs W throughout this decisio... (4 pages)View decision
