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 367300 results
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Decision Reference DRN-5209911
14 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5209911 Complaint Mr D has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr D is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr D’s ... (6 pages)View decision -
Decision Reference DRN-5213549
13 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5213549 The complaint Miss R complains about Ageas Insurance Limited (“Ageas”) and its handling of her claim for damage to her tenanted property following the collapse of a retaining wall. Any reference to Ageas in this decision includes its appointed agents and representatives. Wha... (4 pages)View decision -
Decision Reference DRN-5425385
13 Apr 2025 Solium Capital UK Limited UpheldInvestmentsDRN-5425385 The complaint Mr B complains that Solium Capital UK Limited, trading as Shareworks by Morgan Stanley, made a number of errors when handling the sale of some of his shares and their subsequent transfer to his new provider. Mr B would now like Morgan Stanley to recompense him ... (4 pages)View decision -
Decision Reference DRN-5290249
12 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5290249 The complaint Mr P has complained that HSBC UK Bank Plc (trading as “first direct”) failed to protect him from falling victim to an investment scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I ... (4 pages)View decision -
Decision Reference DRN-5381721
12 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5381721 The complaint Mr M has complained that HSBC UK Bank Plc (“HSBC”) failed to protect him from falling victim to an investment scam and hasn’t refunded all of the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat ... (7 pages)View decision -
Decision Reference DRN-5204195
11 Apr 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5204195 The complaint Miss C and Miss Q complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled their claim for subsidence and hasn’t reimbursed them for costs they incurred. Any reference to LV in this decision includes its appointed agents and representatives.... (3 pages)View decision -
Decision Reference DRN-5405259
11 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5405259 The complaint Mr F complains about Advantage Insurance Company Limited’s refusal to renew his car insurance policy. Advantage has been represented by its agents. All references to Advantage include its agents. What happened Mr F had a car insurance policy with Advantage. In ... (3 pages)View decision -
Decision Reference DRN-4946532
11 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4946532 The complaint Mr B complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background o... (5 pages)View decision -
Decision Reference DRN-5295659
11 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5295659 The complaint Mrs A 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 it to refund her the money she has lost. What happened Mrs A was introduced to a cryptocur... (4 pages)View decision -
Decision Reference DRN-5479330
11 Apr 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5479330 The complaint Mr D complains, through his representative, that Options SIPP UK LLP failed to comply with its regulatory obligations in allowing investment into a product that wasn’t appropriate for his SIPP. What happened Although Mr D is represented and his representatives... (17 pages)View decision
