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 369228 results
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Decision Reference DRN-4562257
19 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4562257 The complaint Mrs R complains about Bank of Scotland plc trading as Halifax. She says that Halifax didn’t do enough to protect her when she became the victim of a scam and would like Bank of Scotland to refund her the money she has lost. What happened Mrs R was contacted by an ... (4 pages)View decision -
Decision Reference DRN-4388387
19 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4388387 The complaint Mr O complains Revolut Ltd (“Revolut”) unfairly applied an adverse fraud marker against him. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-4657722
19 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4657722 The complaint Miss P complains Nationwide Building Society (Nationwide) declined to refund a payment she says she didn’t make or allow anyone else to make. What happened On 14 January 2024, Miss P says she was at a caravan show and had used her card to make payments on her acco... (3 pages)View decision -
Decision Reference DRN-4753159
19 Apr 2024 IG Index Limited UpheldInvestmentsDRN-4753159 The complaint Mr J complains that IG Index Limited unfairly closed his spread betting positions and then his account. He also says that IG’s actions resulted in a significant loss to him. Mr J would now like IG to reopen his account and reinstate his closed positions. What happ... (6 pages)View decision -
Decision Reference DRN-4691302
19 Apr 2024 Mercer Limited Not upheldPensions and AnnuitiesDRN-4691302 The complaint Mrs M has complained, through her representative, that in 1990 she was unsuitably advised by a precursor business to Mercer Limited to transfer defined benefits from her occupational pension scheme (OPS) to a personal pension policy (PPP) What happened The investi... (4 pages)View decision -
Decision Reference DRN-4753118
19 Apr 2024 Countrywide Principal Services Limited Not upheldInsuranceDRN-4753118 The complaint Mr M and Mrs M have complained that Countrywide Principal Services Limited (Countrywide) removed cover from their home insurance policy without making it clear to them. References to Countrywide includes companies acting on its behalf. What happened Mr M and Mrs M... (2 pages)View decision -
Decision Reference DRN-4529113
19 Apr 2024 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-4529113 The complaint Mr M has complained about the quality of a phone he bought using a fixed sum loan agreement with Virgin Media Mobile Finance Limited (VMMF). What happened In February 2021 Mr M bought a phone for around £1,000 using a three-year fixed sum loan agreement with VMMF.... (3 pages)View decision -
Decision Reference DRN-4572201
19 Apr 2024 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-4572201 The complaint Ms S complains about the administration of her annuity plan by Pension Insurance Corporation plc (PIC). She says that the benefits under her Occupational Pension Scheme (OPS), which has now been wound up, provided her pension benefits at a retirement age of 60 yea... (7 pages)View decision -
Decision Reference DRN-4752619
19 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4752619 The complaint Mr W has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr W transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde and a sep... (26 pages)View decision -
Decision Reference DRN-4717810
19 Apr 2024 Fogwill & Jones Asset Management Ltd Not upheldInvestmentsDRN-4717810 The complaint Ms H complains that Fogwill & Jones Asset Management Ltd (“FJAM”) failed to effectively manage the investments she held with the firm through a discretionary mandate. She says the risk profile of the investments was too great, and the firm’s actions in holding... (3 pages)View decision
