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 381196 results
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Decision Reference DRN-5827879
29 Sep 2025 FIL Life Insurance Limited UpheldPensions and AnnuitiesDRN-5827879 The complaint Mr D, with the help of a professional representative, has complained about the transfer of his FIL Life Insurance Limited (“Fidelity”) Section 32 Buyout Pension Plan. The transfer was to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) based in Gibralt... (18 pages)View decision -
Decision Reference DRN-5648033
29 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648033 The complaint Mr S has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr S applied for an account with HSBC in February 2025. His application was rejected. He subsequently discovered another bank closed his account a... (2 pages)View decision -
Decision Reference DRN-5536871
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5536871 The complaint Mr I is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr I fell victim to a cruel investment scam after he responded to an advert he saw online. Th... (3 pages)View decision -
Decision Reference DRN-5796320
29 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5796320 The complaint Mr S complains Haven Insurance Company Limited unfairly settled a claim, made by a third- party, against his motor insurance policy. What happened A third-party (TP) claimed, for damage to their own vehicle, against Mr S’s Haven motor insurance policy. The TP ... (2 pages)View decision -
Decision Reference DRN-5631763
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5631763 The complaint Mr K has complained Santander UK plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2024 Santander received a fraud report from another bank about a payment made into Mr K’s Santander account. This pay... (2 pages)View decision -
Decision Reference DRN-5597470
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5597470 The complaint Mr O is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on Mr O’s behalf by a professional representative but for ease I’ll refer mainly to Mr O here. What happened Mr O says that in late ... (2 pages)View decision -
Decision Reference DRN-5556427
29 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5556427 The complaint Mr G’s Cynergy Bank Plc accounts are blocked and subject to a freezing order. Mr G is unhappy his request for the contact details he needed to have the accounts closed haven’t been provided, and Cynergy failed to make call backs. What happened Mr G has two acco... (2 pages)View decision -
Decision Reference DRN-5481090
29 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5481090 The complaint Mr T complains that Wise Payments Limited trading as Wise (Wise) blocked his access to his account due to technical issues which caused him financial problems. Mr T is also unhappy with the service he received from Wise. What happened The detailed background of... (4 pages)View decision -
Decision Reference DRN-5838651
29 Sep 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5838651 The complaint Mrs B and Mr B complain about the amount Lloyds Bank General Insurance Limited (Lloyds) have offered to settle the claim they made under their building insurance policy. They also complain about the way their claim has been handled. This complaint has been boug... (11 pages)View decision -
Decision Reference DRN-5579697
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5579697 The complaint Mr U has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In August 2024 Monzo received a fraud report from another bank about a payment made into Mr U’s Monzo account. This payment was fo... (2 pages)View decision
