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-4287293
26 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4287293 The complaint Mr and Mrs L complain that National Westminster Bank Plc (NatWest) won’t refund money they lost to an investment scam. Mr and Mrs L are represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties an... (5 pages)View decision -
Decision Reference DRN-4506184
26 Jan 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4506184 The complaint Mr R complains that a car acquired with finance from CA Auto Finance UK Ltd (“CA”) wasn’t of satisfactory quality. What happened In July 2023 Mr R was supplied with a car and entered into a hire purchase agreement with CA, At the point of supply the car was around... (2 pages)View decision -
Decision Reference DRN-4429504
26 Jan 2024 Truly Independent Limited UpheldPensions and AnnuitiesDRN-4429504 The complaint Mr H complains about the advice given by Truly Independent Limited (‘TIL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). He says the adv... (8 pages)View decision -
Decision Reference DRN-4414106
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4414106 The complaint A company, which I will refer to as P, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr R, who is a director of P, represents it in this complaint. What happened Mr R told us: Barclays’ KYC process was inept and shamb... (3 pages)View decision -
Decision Reference DRN-4378654
26 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4378654 The complaint Mr P has a motor insurance policy with U K Insurance Limited (UKI). He says its policy wording lacks clarity, that its service was poor and that it gave him the wrong advice. What happened Mr P’s windscreen sustained a crack on 21 June 2023. He made a claim and as... (2 pages)View decision -
Decision Reference DRN-4583065
26 Jan 2024 Car Care Plan Ltd UpheldInsuranceDRN-4583065 The complaint Mr C has complained about Car Care Plan Ltd (CCP), the administrator of his car warranty. It didn’t tell him the policy was due to renew and when Mr C realised it hadn’t, CCP wouldn’t reinstate it. What happened Mr C had a warranty. He viewed it as an investment i... (3 pages)View decision -
Decision Reference DRN-4432734
26 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4432734 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax has advised that the funds from her ISA savings account were withdrawn in 2009. What happened In 2001 Mrs S opened an ISA savings account with Halifax and she had a passbook for this account. The last ba... (2 pages)View decision -
Decision Reference DRN-4548216
26 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4548216 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him when he says he was the victim of a scam. Mr B is being supported by a representative, but for ease, I’ll refer to Mr B throughout this decision. What happened Mr B has told us that in early 2022, aft... (3 pages)View decision -
Decision Reference DRN-4549667
26 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4549667 The complaint Mr A complains that National Westminster Bank Plc, unfairly blocked his accounts, which led to financial problems and caused him upset. Mr A is also unhappy about the service he received from NatWest. Mr A would like to be compensated for the trouble and upset he ... (3 pages)View decision -
Decision Reference DRN-4580932
26 Jan 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4580932 The complaint Miss S complains that Wise Payments Limited (“Wise”) refuses to refund the money she lost to a job scam. What happened I’m not going to cover all the points raised in detail. The view of 9 December 2023 covered the detailed timeline of the transactions and the det... (3 pages)View decision
