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-4268864
4 Feb 2024 BNY Mellon Fund Managers Limited Not upheldInvestmentsDRN-4268864 The complaint Mr S complains that BNY Mellon Fund Managers Limited (‘BNYM’) unfairly prevented him from funding an investment ISA in March 2023. He says that BNYM failed to explain that it did not accept Mastercard debit payments, despite its website suggesting otherwise. What ... (3 pages)View decision -
Decision Reference DRN-4332180
4 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4332180 The complaint Miss W complains that Monzo Bank Ltd won’t refund over £18,000 she lost to a bank impersonation scam in December 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss W fel... (8 pages)View decision -
Decision Reference DRN-4588766
4 Feb 2024 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-4588766 The complaint Mr U complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4475688
4 Feb 2024 Tavistock Partners Limited UpheldPensions and AnnuitiesDRN-4475688 The complaint In October 2019 Tavistock Partners Limited trading as Duchy Independent Financial Advisers (I will refer to as ‘Tavistock’) recommended a pension switch and investment management service to Mr B. He followed the recommendation, and by January 2020 his previously h... (9 pages)View decision -
Decision Reference DRN-4388165
4 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4388165 The complaint Mr P complains that National Westminster Bank Plc closed his account, and he’d like to know the reason why. What happened On 2 February 2023 NatWest sent Mr P a letter letting him know that his accounts would close in 60 days’ time, on 3 April 2023. Mr P complaine... (2 pages)View decision -
Decision Reference DRN-4388156
4 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4388156 The complaint Mr P, as a director of P a limited company, complains that National Westminster Bank Plc closed P’s business credit card and account. He’d like to find out the reason why. What happened Mr P’s the sole director of P, a limited company. P had a business account and... (2 pages)View decision -
Decision Reference DRN-4434386
4 Feb 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4434386 The complaint Mr D complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) when he applied for a loan that he intended to use to buy a car. He also complains about the level of service he received What happened In April 2023 Mr D applied online for a £2... (3 pages)View decision -
Decision Reference DRN-4512226
4 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4512226 The complaint Mrs K complains Mercedes-Benz Financial Services UK Limited (MBFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened The details of this case are well known by both parties and have been clearly outlined by the investigator s... (4 pages)View decision -
Decision Reference DRN-4599866
4 Feb 2024 BISL Limited UpheldInsuranceDRN-4599866 The complaint Mr S is complaining about the way a claim following an accident was handled after he contacted BISL Limited to claim on his car insurance policy. What happened In November 2022 Mr S contacted BISL to say his car had been damaged in an accident and he wanted to cla... (5 pages)View decision -
Decision Reference DRN-4490642
4 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4490642 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) occupational pension scheme, to a type of personal pension plan. Pi Financial Ltd is responsible for answering this complaint and so to keep things consistent, I’ll refer main... (10 pages)View decision
