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 367928 results
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Decision Reference DRN-5066882
25 Mar 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5066882 The complaint Mr T complains about Yorkshire Building Society (“YBS”). He said it delayed a transfer from a cash ISA account Mr T held with it, to a stocks and shares ISA he held with a third party. Mr T said the delay caused him distress and upset and he thinks he incurred... (4 pages)View decision -
Decision Reference DRN-5008711
25 Mar 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5008711 The complaint Mr M has complained about the advice he received from St James’s Place Wealth Management Plc (‘SJPWM’) in June and August 2021. He says he has suffered financially as a result and wants the funds repaid to him with interest. What happened Mr M had been a clien... (13 pages)View decision -
Decision Reference DRN-5289221
25 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5289221 The complaint Mr and Mrs B are unhappy that The Co-operative Bank Plc restricted their account and withheld their funds. What happened Mr and Mrs B opened a joint account with Co-op on 28 February 2024. On 10 April 2024 it restricted the account and contacted Mr and Mrs B t... (3 pages)View decision -
Decision Reference DRN-5070090
25 Mar 2025 Select Contracts Uk Limited Not upheldConsumer CreditDRN-5070090 The complaint Miss J is unhappy that a car supplied to her under a hire agreement, arranged by Select Contracts UK Limited (‘Select’), had a higher vehicle excise duty - otherwise known as car road tax or road fund licence (‘RFL’) - than she was originally quoted. What happ... (3 pages)View decision -
Decision Reference DRN-5426655
25 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5426655 The complaint Mr P complains that Advantage Insurance Company Limited unfairly increased his motor insurance policy premium at renewal. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has a... (3 pages)View decision -
Decision Reference DRN-5366005
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5366005 The complaint Mr H is being represented by a claims manager. He’s complaining about HSBC UK Bank Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, in 2018, Mr H fell victim to a purchase scam. He believed he was buying a large amount ... (4 pages)View decision -
Decision Reference DRN-5278337
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5278337 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) 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 J has explained that in May to A... (3 pages)View decision -
Decision Reference DRN-5426461
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5426461 The complaint Mr S complains Lloyds Bank PLC (Lloyds) approved him with unaffordable overdraft lending and continued to provide the facility when he was showing signs of financial difficulties. Mr S’ complaint has been brought by a professional representative, but for ease ... (6 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN-5351231
25 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5351231 The complaint Mr H is being represented by a claims manager. He’s complaining about Clydesdale Bank Plc trading as Virgin Money because it declined to refund money he lost as a result of fraud. What happened Sadly, in 2018, Mr H fell victim to a purchase scam. He believed he... (3 pages)View decision
