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 362716 results
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Decision Reference DRN-4603914
9 Feb 2024 One Sure Insurance Limited UpheldInsuranceDRN-4603914 The complaint H Ltd (“H”) complains that One Sure Insurance Limited mishandled a commercial vehicle insurance policy. What happened H is a small business, represented by its director Mr M. H or Mr M has a van that he drives for its business. A previous insurer recorded a claim ... (6 pages)View decision -
Decision Reference DRN-4372724
9 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4372724 The complaint Mr R complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost. What happened Mr R says he was recommended a Revolut account by friends in Septem... (4 pages)View decision -
Decision Reference DRN-4590295
9 Feb 2024 Policy Services Limited UpheldPensions and AnnuitiesDRN-4590295 The complaint Mr O complains that due to delays caused by Policy Services Limited (PSL) to a transfer of benefits from his occupational pension scheme, he missed out on a guaranteed transfer value which subsequently dropped. To resolve things Mr O would like PSL to put him in t... (14 pages)View decision -
Decision Reference DRN-4599681
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4599681 The complaint Mr R has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to a purchase he’d made using his credit card. What happened The circumstances of the complaint are well known to the parties, so I won’t go o... (4 pages)View decision -
Decision Reference DRN-4612869
9 Feb 2024 2 Plan Wealth Management Limited Not upheldInvestmentsDRN-4612869 The complaint Miss H complains about advice provided by 2 Plan Wealth Management Limited (“2 Plan”) and the subsequent failure of the adviser to explain that her funds had remained in cash. What happened In or around March 2021 Miss H approached an adviser at 2 Plan about her o... (5 pages)View decision -
Decision Reference DRN-4573981
9 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4573981 The complaint Mrs B complains that HSBC UK Bank Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties and so I won’t go into extensive detail here. Mrs B found a car she liked on eBay, advertised for... (3 pages)View decision -
Decision Reference DRN-4423201
9 Feb 2024 Sky UK Limited Not upheldConsumer CreditDRN-4423201 The complaint Mrs N says Sky UK Limited unfairly recorded missed payments in relation to a mobile device-related credit agreement she’d entered into. She says this adversely affected her credit file and caused her worry and stress. What happened Sky reported missed direct debit... (2 pages)View decision -
Decision Reference DRN-3853151
9 Feb 2024 Fogwill & Jones Asset Management Ltd UpheldInvestmentsDRN-3853151 The complaint Mrs D complains Fogwill & Jones Asset Management Ltd (“Fogwill”) failed to remodel her investment portfolio appropriately, causing financial loss. Mrs D’s husband assisted her in bringing the complaint. For simplicity I’ve referred below to Mrs D when referrin... (7 pages)View decision -
Decision Reference DRN-4457830
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457830 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happene... (4 pages)View decision -
Decision Reference DRN-4295965
9 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4295965 The complaint Mr H complains that Lloyds Bank PLC won’t refund him the money he lost after he fell victim to an authorised push payment (“APP”) scam. In bringing his complaint to this service Mr H is represented, but for ease of reading I’ll refer to Mr H throughout this decis... (4 pages)View decision
