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 366700 results
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Decision Reference DRN-4546674
28 Mar 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4546674 The complaint Mr H complains about the way Barclays Bank UK PLC has dealt with his request to receive shares he inherited from his mother. His concerns relate to the level of service he has received from Barclays whilst trying to open a Smart Investor (SI) account in his own na... (3 pages)View decision -
Decision Reference DRN-4701466
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701466 The complaint Mr N is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 29 February 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issued my ... (10 pages)View decision -
Decision Reference DRN-4676051
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4676051 The complaint Mr N complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of an investment scam. Mr N has a representative but for ease of reading I will mainly just refer to Mr N. What happened The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-4713524
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4713524 The complaint Mrs N complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In June 2023, Mrs N was contacted by someone who said they worked for a recruitment firm, advising her of a job opportunity. Mrs N was told t... (4 pages)View decision -
Decision Reference DRN-4646822
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4646822 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost through a failed investment. What happened Mr L’s complaint has been brought to our service by a professional representative. But, as the account is in Mr L’s name, I’ll refer to Mr L thr... (3 pages)View decision -
Decision Reference DRN-4681146
28 Mar 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4681146 Complaint Ms G has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the payments were unaffordable. Background One of our investigators reviewed what Ms G and L2G had told us. And he thought that L2G hadn’t done anything wrong or treated her unfairly... (2 pages)View decision -
Decision Reference DRN-4642505
27 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642505 The complaint Mr A complains about the very poor service he has received from ReAssure Limited since late 2021. To put matters right, Mr A wants ReAssure to put him in the position he would now be in, but for its errors and poor service, and to compensate him for the trouble an... (7 pages)View decision -
Decision Reference DRN-4542495
27 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4542495 The complaint Mr and Mrs B complain that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent them losing money to an alleged scam. Although the payment was made from an account held jointly by Mr and Mrs B, for ease of reading and as he’... (2 pages)View decision -
Decision Reference DRN-4630311
27 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4630311 The complaint Mr T complains about the way in which NewDay Ltd communicate credit limit decreases. He feels that their communication is misleading and deceptive. Mr T isn’t disputing the credit limit decreases themselves but feels that the wording of NewDay’s letters implies th... (2 pages)View decision -
Decision Reference DRN-4683261
27 Mar 2024 Quilter Mortgage Planning Limited UpheldInsuranceDRN-4683261 The complaint Mr G and Mrs G have complained about the service they received from Quilter Mortgage Planning Limited when setting up a term insurance policy. Mr G and Mrs G’s complaint is in fact about a firm of independent financial advisers, I’ll call ‘A’. But as A are appoint... (2 pages)View decision
