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 347829 results
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Decision Reference DRN-5049908
28 Sep 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5049908 The complaint A limited company, I’ll refer to as ‘S’, complains that Zempler Bank Limited (“Cashplus”) didn’t refund fraudulent transactions in a timely manner – leading to fines from HMRC. What happened In January 2024 S’s director was abroad when he was the victim of a sc... (3 pages)View decision -
Decision Reference DRN-5049840
28 Sep 2024 Close Asset Management Limited Not upheldPensions and AnnuitiesDRN-5049840 The complaint Close Asset Management Limited trading as Close Brothers Asset Management (“CBAM”) manage six investment portfolios on behalf of Mr N and his wife. He complains that CBAM failed to tell him about product and transaction costs deducted from his portfolios or tha... (3 pages)View decision -
Decision Reference DRN-4968743
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4968743 The complaint Mrs J complains Nvayo Limited (“Nvayo”), trading as Club Swan, blocked her account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on sett... (3 pages)View decision -
Decision Reference DRN-4947562
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4947562 The complaint Mr L complains Nvayo Limited (“Nvayo”) blocked his account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of the key ... (3 pages)View decision -
Decision Reference DRN-4339012
27 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4339012 The complaint Mrs C and Mr W complain that HSBC UK Bank Plc trading as First Direct (“HSBC”) failed to provide them with historic account statements. For ease, I will refer to most actions and comments as those of Mrs C. What happened Mrs C and Mr W had a joint account wit... (5 pages)View decision -
Decision Reference DRN-4952128
27 Sep 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4952128 The complaint Mr H complains that Zurich Insurance Company Ltd (Zurich) unfairly declined indemnity for a claim under his Motor Trade Road Risks Insurance Policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a b... (3 pages)View decision -
Decision Reference DRN-4568220
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568220 Complaint Mr A is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background Mr A was contacted through a social messaging app by someone promoting a job opportunity. After expressing interest, he was introduced to another individual who provide... (4 pages)View decision -
Decision Reference DRN-4901506
27 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4901506 The complaint Mr W complains that Phoenix Life Ltd failed to provide valuation documents in relation to his pension. What happened Mr W was originally a member of his workplace occupations pension scheme (OPS). He joined this in 1988 but was then advised by Phoenix in 1991 t... (4 pages)View decision -
Decision Reference DRN-4992805
27 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992805 The complaint Mr S complains Nvayo Systems Ltd (“Nvayo”) hasn’t returned money he deposited into his account. Mr S wants his money released to him. What happened Mr S has an account with Nvayo, which has a balance of just over £65,500. On 8 August 2023 the regulator, The F... (4 pages)View decision -
Decision Reference DRN-4652276
27 Sep 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-4652276 The complaint Mr E complains that Evolution Insurance Company Limited (“Evolution”) refused to cover the professional fees of his engineer. What happened Mr E made a claim to his insurer, Evolution, under his Structural Warranty Policy, for cracking to the internal plaster o... (3 pages)View decision
