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 360264 results
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Decision Reference DRN-4365493
26 Jan 2024 Landmark IFA Limited UpheldPensions and AnnuitiesDRN-4365493 The complaint Mr M complains about the advice given by Landmark IFA Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has caused ... (12 pages)View decision -
Decision Reference DRN-4519920
26 Jan 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4519920 The complaint Mr S complains about the way Tesco Underwriting Limited (“Tesco”) handled a claim and decided liability under his car insurance policy. What happened Mr S had a car insurance policy with Tesco. In February 2023 he was driving to a golf driving range. A third party... (3 pages)View decision -
Decision Reference DRN-4425543
26 Jan 2024 Paysafe Limited Not upheldBanking and PaymentsDRN-4425543 The complaint Miss G complains that PaySafe Limited, trading as Skrill, have not refunded the funds she lost as part of a scam. What happened Miss G had made a number of genuine deposits onto a cryptocurrency platform I’ll call ‘X’ via Skrill. She was then contacted by an indiv... (3 pages)View decision -
Decision Reference DRN-4410232
26 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4410232 The complaint Mr F and Ms Z complain about delays by Barclays Bank UK PLC removing a legal charge from their property following redemption of their mortgage. What happened Mr F and Ms Z had a mortgage with Barclays. They repaid this on 27 April 2023. However, because Barclays h... (2 pages)View decision -
Decision Reference DRN-4583629
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4583629 The complaint Mr N complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost when he fell victim to a scam. What happened Mr N fell victim to a task-based employment scam in April 2023. Mr N says that he was looking for work and had sent his details to various ... (5 pages)View decision -
Decision Reference DRN-4084641
26 Jan 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4084641 The complaint Mr W, who is represented by a professional representative (“PR”) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What h... (4 pages)View decision -
Decision Reference DRN-4383500
26 Jan 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4383500 The complaint Mr and Mrs A complain about the financial advice and service they received from St. James’s Place Wealth Management Plc (“SJP”). What happened Mr and Mrs A initially approached SJP in 2018 for advice about an inheritance Mrs A had received which they wished to par... (7 pages)View decision -
Decision Reference DRN-4444007
26 Jan 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4444007 The complaint Mrs B complains that Metro Bank PLC did not refund a series of payments she says she did not authorise. What happened On 19 October 2022, Mrs B contacted Metro Bank as there were a series of payments on her current and credit card accounts that she says she did no... (5 pages)View decision -
Decision Reference DRN-4506129
26 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4506129 The complaint Miss A has complained that Advantage Insurance Company Limited unreasonably refused to pay her claim for the theft of her car under her motor policy. What happened Miss A car was stolen overnight on 22 August 2022. Later, on 7 September 2022, her car was found dam... (5 pages)View decision -
Decision Reference DRN-4561793
26 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4561793 The complaint Mr L complains that Bank of Scotland plc (BoS), trading as Intelligent Finance, won’t refund money he lost to an investment scam. Mr L is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties ... (5 pages)View decision
