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-4461364
19 Jan 2024 PrePay Technologies Limited Not upheldBanking and PaymentsDRN-4461364 The complaint Mr D complains PrePay Technologies Limited hasn’t refunded transactions he doesn’t recognise. What happened Mr D has an account with PrePay Technologies. Mr D contacted PrePay Technologies to say that there were incoming and outgoing transactions on his account on... (2 pages)View decision -
Decision Reference DRN-4569205
19 Jan 2024 Investment Funds Direct Limited Not upheldInvestmentsDRN-4569205 The complaint Mr H as the executor of the estate of Mrs S complains on behalf of the estate about Investment Funds Direct Limited trading as M&G Wealth Platform, referred to as “M&G”. In summary, he says that there was a delay in actioning the estate’s instructions – in... (4 pages)View decision -
Decision Reference DRN-4549121
19 Jan 2024 TenetConnect Limited Not upheldInvestmentsDRN-4549121 The complaint Miss C complains TenetConnect Limited (trading as Tenet Network Services) (“Tenet”) mis- sold her an investment bond. She says she wasn’t correctly advised of the tax implications of withdrawing funds if her circumstances changed. She says she is now facing a sign... (4 pages)View decision -
Decision Reference DRN-4162034
19 Jan 2024 Clydesdale Bank Plc Not upheldInvestmentsDRN-4162034 The complaint Mr B complains that he encountered an error when he tried to transfer some funds with Clydesdale Bank Plc trading as Virgin Money (‘Virgin’). And he says Virgin gave him repeated poor service when he sought information about whether the transfer had taken place. H... (4 pages)View decision -
Decision Reference DRN-4514320
19 Jan 2024 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4514320 The complaint Mr C has complained about Skyfire Insurance Company Limited. He isn’t happy that it avoided his policy (treated it like it never existed) and refused to pay his claim under his motor insurance policy. For ease of reading, any reference to Skyfire includes its agen... (3 pages)View decision -
Decision Reference DRN-4535754
19 Jan 2024 ETU Forsikring A/S Not upheldInsuranceDRN-4535754 The complaint Mr C complains that ETU Forsikring A/S (ETU) unfairly declined a claim when his cat became ill, under his pet insurance policy. What happened Mr C says his cat became ill in July/August 2022. He says it took the vet a long time to work out what the problem was. He... (5 pages)View decision -
Decision Reference DRN-4370447
19 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4370447 The complaint Mr M complains Bank of Scotland plc trading as Halifax (Halifax) failed to provide sufficient privacy in branch when he was speaking about his personal bank details. What happened Mr M visited his branch of Halifax in early May 2023, to make a cash withdrawal and ... (2 pages)View decision -
Decision Reference DRN-4492238
19 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4492238 The complaint Mrs E complains HSBC UK Bank Plc hasn’t refunded payments that a scammer tricked her into making. What happened Mrs E has a current account with HSBC. She says both her and her daughter also used to have an account with a well-known online payments system provider... (3 pages)View decision -
Decision Reference DRN-4273664
19 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4273664 The complaint Mr F and Ms S have complained that Starling Bank Limited (“Starling”) hasn’t acted fairly in not seeking a return of money paid from their joint bank account. What happened Mr F and Ms S hold a joint bank account with Starling. In November 2022, Mr F used a debit ... (2 pages)View decision -
Decision Reference DRN-4569041
19 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4569041 The complaint Miss A has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. What happened Miss A contacted RSA to send an engineer to fix her boiler. Miss A complained to RSA because she said the engineer misd... (3 pages)View decision
