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 370904 results
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Decision Reference DRN-5400752
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5400752 The complaint With the help of a professional representative (PR), Mr S complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr S. What happened Mr S opened a current account with HSBC in February 2... (4 pages)View decision -
Decision Reference DRN-5286733
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286733 The complaint Mr B complains that Revolut Ltd (“Revolut”) failed to refund transactions he didn’t recognise. What happened Mr B noticed that a number of payments had left his account that he didn’t recognise. Two different merchants had payments sent to them, each of them fo... (4 pages)View decision -
Decision Reference DRN-5379982
31 Mar 2025 KRD Financial Advisers Limited UpheldPensions and AnnuitiesDRN-5379982 The complaint Mr M has complained about the advice provided to him by KRD Financial Advisers Limited (‘KRD’) in relation to his personal pension. KRD advised Mr M to transfer his pension from Royal London to an Aviva Self-Invested Personal Pension (‘SIPP’) and utilise a disc... (9 pages)View decision -
Decision Reference DRN-5440375
31 Mar 2025 Thornton & Baines Independent Financial Advisers Limited Not upheldPensions and AnnuitiesDRN-5440375 The complaint Mr R has complained about the advice he received from Thornton & Baines Independent Financial Advisers Limited (‘TBIFA’) to transfer his pension from Royal London to Quilter. Mr R has stated that the advice was unsuitable, that the recommendations made by ... (6 pages)View decision -
Decision Reference DRN-5417607
31 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5417607 The complaint Mr R complains about the service he received from Vitality Health Limited under his private medical insurance policy. What happened Mr R holds private medical insurance cover with Vitality through his employer. On 16 July 2024, Mr R was admitted to an NHS hos... (2 pages)View decision -
Decision Reference DRN-5438459
31 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5438459 The complaint Mr P has complained about the transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (“SSAS”) in May 2015. Mr P’s SSAS was subsequently used to invest in two overseas unregulated investments, Dolphin Trust a German pr... (16 pages)View decision -
Decision Reference DRN-5355442
31 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5355442 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) should not have contacted him about fraudulent activity on a cancelled debit card while he was on holiday. What happened Mr H had a current account with Barclays. In September 2024 two attempts were made on... (3 pages)View decision -
Decision Reference DRN-5405968
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405968 The complaint Mr I complains that Newday Ltd (trading as Marbles) failed to refund him for transactions which he didn’t recognise. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (4 pages)View decision -
Decision Reference DRN-5333511
31 Mar 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5333511 The complaint Mrs G has complained about Tradex Insurance Company PLC. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and about the delay in settling the claim. What happened Mrs G initially ... (3 pages)View decision -
Decision Reference DRN-5398387
31 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5398387 The complaint Mr D complains that The Co-operative Bank Plc blocked his account without providing a proper explanation. He says this caused him unnecessary stress and worry because he was trying to complete a house purchase. What happened Mr D had a savings account with Co-... (3 pages)View decision
