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 368546 results
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Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision -
Decision Reference DRN-5232293
19 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232293 The complaint Mr C complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr C saw an advert for cryptocurrency trading in the news and contacted the scammer through this advertisement. They began spe... (3 pages)View decision -
Decision Reference DRN-4762986
19 Feb 2025 Professional Independent Advisers Limited UpheldPensions and AnnuitiesDRN-4762986 The complaint Mr D complained about advice he was given to transfer the benefits of two defined-benefit (DB) pension schemes and one defined contribution (DC) 1 pension scheme, to a new personal pension. He says the advice, which was provided in 2018, was unsuitable for him... (13 pages)View decision -
Decision Reference DRN-4867146
19 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4867146 The complaint Mr and Mrs B complains about Clydesdale Bank Plc trading as Virgin Money (“Virgin”). They say it failed to protect them from a scam and would like it to refund them the money they lost. Mr and Mrs B’s complaint has been referred to this service by a professiona... (3 pages)View decision -
Decision Reference DRN-5225538
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5225538 The complaint Miss N complains that National Westminster Bank Plc (‘NatWest’) won’t refund payments she made as part of a scam. What happened Miss N explained she was the victim of investment scams involving the following payments from her account: Date Description Amount 7... (2 pages)View decision -
Decision Reference DRN-5341625
19 Feb 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5341625 The complaint Ms C has complained about a transfer of her Interactive Investor Services Limited self-invested personal pension (SIPP) to the Focusplay Retirement Benefit Scheme (Focusplay) in January 2015. Ms C says she has lost out financially as a result. Ms C says Interac... (8 pages)View decision -
Decision Reference DRN-5231846
19 Feb 2025 Assicurazioni Generali SpA Not upheldInsuranceDRN-5231846 The complaint Mr W is unhappy that Assicurazioni Generali SpA (‘Generali’) declined a claim made on a group income protection insurance policy. What happened Mr W has the benefit of a group income protection policy through his employer (‘the policy’). Subject to the remainin... (3 pages)View decision -
Decision Reference DRN-5095969
19 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5095969 The complaint Mr C complains that Scottish Widows Limited (Scottish Widows) unfairly removed the guaranteed annuity rate (GAR) from his Personal Pension Plan (PPP), causing him losses. He wants the GAR reinstated. What happened Mr C’s plan with Scottish Widows had a selecte... (2 pages)View decision -
Decision Reference DRN-5245992
19 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5245992 The complaint Mr B and Mrs G are unhappy Royal & Sun Alliance Insurance Limited (RSA) have declined the claim they made under their home insurance policy. As Mr B has been leading in this complaint, and for ease, I’ve referred to him throughout. What happened In January ... (4 pages)View decision -
Decision Reference DRN-5236968
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5236968 The complaint Ms M complains that National Westminster Bank Plc (NatWest) won’t reimburse her, after she made payments towards an investment that she now considers to have been a scam – whereby she sent money to an account held at NatWest. Ms M is professionally represented ... (4 pages)View decision
