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 364862 results
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Decision Reference DRN-4185412
14 Feb 2024 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4185412 The complaint Mr H complains about the way Virgin Money Unit Trust Managers Ltd has handled his request to transfer his Stocks and Shares ISA to another manager. He says it has failed to answer his queries and caused a financial disadvantage. What happened Mr H holds a stocks a... (4 pages)View decision -
Decision Reference DRN-3980394
14 Feb 2024 Rathbones Investment Management Limited Not upheldInvestmentsDRN-3980394 The complaint Mr and Mrs A complain about how Rathbone Investment Management Limited (Rathbones) have managed their investment accounts. What happened Mr and Mrs A have held investment accounts within a discretionary portfolio management service with Rathbones since 2019. Holdi... (3 pages)View decision -
Decision Reference DRN-4185414
14 Feb 2024 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4185414 The complaint Mrs H complains about the way Virgin Money Unit Trust Managers Ltd has handled her request to transfer her Stocks and Shares ISA to another manager. She says it has failed to answer her queries and caused a financial disadvantage. What happened Mrs H holds a stock... (5 pages)View decision -
Decision Reference DRN-4622460
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4622460 The complaint R, a company, complains that HSBC UK Bank Plc delayed making a payment from its account to one of its clients. It says too that the bank’s communication policies are inadequate. R is represented in bringing this complaint by its director, whom I’ll call “Mr C”. Wh... (2 pages)View decision -
Decision Reference DRN-4512381
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4512381 The complaint Mr C complains that Monzo Bank Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained that in April 2023 he made th... (4 pages)View decision -
Decision Reference DRN-4589092
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4589092 The complaint Mr M complains that National Westminster Bank Plc (NatWest) did nothing to advise or assist him with his financial problems caused by gambling. What happened Mr M tells us that he suffered from a gambling addiction, going back to 2009 when he first had the account... (3 pages)View decision -
Decision Reference DRN-4622564
14 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4622564 The complaint In summary, Mr P complains that Creation Consumer Finance Ltd, charged him an incorrect monthly payment on his credit agreement. He also says it set out an incorrect payment date on the agreement, which caused payments to be made late. In addition, he has said tha... (8 pages)View decision -
Decision Reference DRN-4569764
14 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4569764 The complaint Mr and Mrs T complain that AXA Insurance UK plc unfairly declined their flood damage claim. Mr and Mrs T are joint policyholders of buildings insurance underwritten by AXA. For ease of reading, I’ll refer to Mr T throughout my decision. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-4376841
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4376841 The complaint Mr A complains HSBC UK Bank Plc trading as first direct didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with first direct. Mr A was contacted out of the blue in February 2023 through a well-known app with a job ... (3 pages)View decision -
Decision Reference DRN-4602778
14 Feb 2024 National Deposit Friendly Society Limited Not upheldInsuranceDRN-4602778 The complaint Mr C complains that National Deposit Friendly Society Limited has turned down a claim he made on an accident-only income protection insurance policy. What happened In November 2021, Mr C took out a personal accident-only income protection insurance policy, which p... (4 pages)View decision
