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 381082 results
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Decision Reference DRN-5050619
29 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5050619 The complaint Mr E has complained about a transfer of his personal pension policies with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in July 2014. Mr E’s SSAS was subsequently used to invest in The Resort Group ... (14 pages)View decision -
Decision Reference DRN-5048661
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5048661 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct)) didn’t protect him from an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened The detailed b... (4 pages)View decision -
Decision Reference DRN-5111677
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5111677 The complaint Ms C is unhappy that Revolut won’t refund the money she lost to a scam. Ms C has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Ms C throughout. What happe... (6 pages)View decision -
Decision Reference DRN-5111013
29 Oct 2024 Nationwide Building Society UpheldInvestmentsDRN-5111013 The complaint Mrs W complains that Nationwide Building Society made mistakes which led to the delay, and eventual failure, of her requested ISA transfer. She wants Nationwide to compensate her for the interest she’s lost and for the distress and inconvenience she’s been caus... (4 pages)View decision -
Decision Reference DRN-5077628
29 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5077628 The complaint Mr B complains on behalf of A and A (“A”) a limited company about the service received from National Westminster Bank Plc (“NatWest”) in relation to a Know You Customer (KYC) review during which A’s bank account was restricted. In particular, Mr B says NatWest ... (4 pages)View decision -
Decision Reference DRN-5111203
29 Oct 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-5111203 The complaint Ms M complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited, trading as MotoNovo Finance (MotoNovo). What happened I issued a provisional decision on this complaint early this month. An extract from that p... (4 pages)View decision -
Decision Reference DRN-5108841
29 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5108841 The complaint Miss B says Bank of Scotland plc, trading as Halifax, irresponsibly lent to her. What happened Miss B opened a credit card with Halifax in September 2013. The opening limit was £1,500 and she received a number of limit increases over a ten-year period. This co... (4 pages)View decision -
Decision Reference DRN-4999530
29 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4999530 The complaint A trust that I will refer to as S, complains about the decision of Aviva Insurance Limited to avoid its commercial buildings insurance and so decline its claim. What happened The following is intended only as a brief summary of events. Additionally, whilst a nu... (3 pages)View decision -
Decision Reference DRN-5093305
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5093305 The complaint Mr L complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr L held an account with Revolut. On 5 August 2023 it received a credit of £4... (3 pages)View decision -
Decision Reference DRN-4831407
29 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4831407 The complaint Mr B complains that American Express Services Europe Limited (“AESEL”) rejected his claim under section 75 Consumer Credit Act 1974 (“CCA”) in respect of a training course. What happened Mr B’s daughter wanted to take part in a training course and entered into ... (3 pages)View decision
