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 360982 results
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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S complains that Bank of Scotland plc trading as Halifax has advised that the funds from her ISA savings account were withdrawn in 2009.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 -
Decision Reference DRN-4350869
26 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4350869 The complaint Mrs M has complained that Tesco Personal Finance PLC, trading as Tesco Bank, has unfairly dealt with a claim she made about something she bought with her Tesco credit card. What happened Mrs M bought a number of things from a holiday services supplier (“the Suppli... (4 pages)View decision -
Decision Reference DRN-4566372
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566372 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) is holding him responsible for an ATM withdrawal which he says he didn’t authorise, and that it’s unfairly closed his account. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision
