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 370149 results
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Decision Reference DRN-4501907
15 May 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4501907 The complaint A company, which I’ll refer to as T, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (“Cashplus”) won’t refund an unauthorised payment. Mr B, who is the director of T, has brought this complaint on T’s behalf. What happened On 25 April 2... (3 pages)View decision -
Decision Reference DRN-4739297
15 May 2024 Zurich Assurance Ltd Not upheldInvestmentsDRN-4739297 The complaint Miss W complains about Zurich Assurance Ltd (‘Zurich’). She says that the investment bond she has is unsatisfactory. This is because it has performed poorly and has not been well managed by Zurich. What happened Miss W was advised to start an Investment Bond in 2... (4 pages)View decision -
Decision Reference DRN-4752925
15 May 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4752925 The complaint Mr W complains that Barclays Bank Plc increasingly delayed dividend payments being paid into his Smart Investor account. He also complains that Barclays does not pay interest on uninvested cash in its investment Individual Savings Account (ISA) and it refused to w... (5 pages)View decision -
Decision Reference DRN-4760890
15 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4760890 The complaint Miss A has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In August 2023, Miss A approached someone on social media who was offering a way to make money through ‘investing’. She was asked to move money ... (4 pages)View decision -
Decision Reference DRN-4700842
15 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4700842 The complaint Mr S has complained that National Westminster Bank Plc (“NatWest”) failed to make it clear to him that he could have a Premier account, without needing to have a fee-paying Black package. Mr S says that, if NatWest had carried out reviews of his accounts, it would... (7 pages)View decision -
Decision Reference DRN-4778704
15 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4778704 The complaint X complains that Santander UK Plc did not refund a series of payments they lost to a scam. What happened X was introduced to an investment opportunity by a friend, and says most of the communication about it occurred over the phone. Over the course of around a mon... (3 pages)View decision -
Decision Reference DRN-4591234
15 May 2024 Skipton Building Society Not upheldMortgagesDRN-4591234 The complaint Mr and Mrs M held an interest only mortgage on their home with Skipton Building Society. They complain that when the mortgage ended, Skipton harassed them and took legal action, although they were doing their best to sell a different property so they could repay S... (4 pages)View decision -
Decision Reference DRN-4721899
15 May 2024 Covea Insurance plc UpheldInsuranceDRN-4721899 The complaint Mr F complains about Covea Insurance plc (“Covea”) and their decision to decline his claim and void his insurance policy following the theft of his car. Mr F has been represented by his partner, Miss S, during the claim and complaint process. For ease of reference... (4 pages)View decision -
Decision Reference DRN-4789693
15 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4789693 The complaint Mr S complains HSBC UK Bank plc (HSBC) unfairly declined his application for a bank account. What happened Mr S says he applied online for a bank account with HSBC in mid-February 2024 and visited his local branch with his identification documents (I/D). Mr S says... (2 pages)View decision -
Decision Reference DRN-4798466
15 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4798466 The complaint Mr and Mrs N have complained about Aviva Insurance Limited’s (Aviva’s) decision to decline a claim they made for theft of personal items that were taken from their car. What happened I issued a provisional decision on 26 April 2024 explaining why I was not intendi... (3 pages)View decision
