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-5047766
27 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5047766 The complaint Mr and Mrs L complain that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr and Mrs L are being represented by a claims management compan... (8 pages)View decision -
Decision Reference DRN-5018119
27 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5018119 The complaint Mr O complains that Metro Bank PLC won’t return funds that he sent to someone in error. What happened In April 2024, Mr O sent £999.00 to the wrong payee by mistake. He reported the incident to Metro in one of their branches the following day, and they raised a... (2 pages)View decision -
Decision Reference DRN-5047882
27 Sep 2024 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5047882 The complaint Mr T seeks to complain about Zilch Technology Limited, with regard to not being able to change his email addressed registered with it and the consequences of that. What happened Mr T contacted Zilch Technology Limited (‘Zilch’ for short)... (2 pages)View decision -
Decision Reference DRN-5034799
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5034799 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) didn’t protect him from falling victim to an investment-related scam, and it hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I wo... (6 pages)View decision -
Decision Reference DRN-5047742
27 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5047742 The complaint Mr K is unhappy that HSBC UK Bank Plc, trading as first direct (“FD”), sent him a marketing communication when he’d opted out of receiving marketing communications. What happened Mr K raised a complaint with FD because he’d received a marketing communication, h... (2 pages)View decision -
Decision Reference DRN-4942322
27 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4942322 The complaint Mrs T complains that Santander UK Plc stopped paying interest on her account without telling her. What happened In 2016, Mrs T opened up a Santander 123 account. The terms of the account stated that in order to earn interest, Mrs T would need to pay in at least... (2 pages)View decision -
Decision Reference DRN-4753296
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4753296 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr L is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The facts a... (3 pages)View decision -
Decision Reference DRN-4942736
27 Sep 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4942736 The complaint Mrs R complains that UTMOST LIFE AND PENSIONS LIMITED (Utmost) then trading as Reliance Mutual, misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing her losses. She wants to be put back in the position she s... (4 pages)View decision -
Decision Reference DRN-5004228
27 Sep 2024 Mattioli Woods Limited UpheldPensions and AnnuitiesDRN-5004228 The complaint Mr T complains Mattioli Woods PLC (“MW”) failed to correctly invest the cash held in his SIPP. What happened The facts of this dispute are well known to both parties, so I won’t repeat them in full here. But in broad summary: Mr T has a SIPP with MW. He gav... (3 pages)View decision -
Decision Reference DRN-5041860
27 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5041860 The complaint Miss C complains that Aviva Life & Pensions UK Limited avoided her life and critical illness insurance policies and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details here.... (4 pages)View decision
