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 360264 results
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Decision Reference DRN-5149252
15 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5149252 The complaint Mr E complains about how Aviva Insurance Limited (Aviva) has handled a claim under his car insurance policy. What happened In May 2023 Mr E was involved in a motor accident. His car was stationary when it was hit in the side by another vehicle. So he made a cl... (3 pages)View decision -
Decision Reference DRN-5046291
15 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5046291 The complaint Mr V and Mr V complain that Wise Payments Limited did not refund a series of payments they say they lost to a scam. As Mr V was the individual actively involved in the communication and who primarily raised the complaint, I will mostly refer to him throughout t... (4 pages)View decision -
Decision Reference DRN-4793731
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4793731 The complaint Mr J complains that Monzo Bank Ltd hasn’t refunded payments on his account that he’s reported as unauthorised. What happened Mr J is unhappy that Monzo has held him liable for two payments that were made from his account as part of a bank impersonation scam. Mr... (3 pages)View decision -
Decision Reference DRN-4647426
15 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4647426 The complaint Mr C complains that a car acquired under a hire purchase agreement with Creation Consumer Finance Ltd (‘Creation’) wasn’t of satisfactory quality. Mr C is represented in this complaint, for ease of reference I have referred to Mr C throughout this decision. Wha... (3 pages)View decision -
Decision Reference DRN-4667390
15 Nov 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4667390 The complaint Mr H has complained about the advice he received from Hargreaves Lansdown Advisory Services Limited (‘HL’) that resulted in him investing in funds that were exposed to the Woodford Equity Income Fund (‘WEIF’). What happened In 2008 Mr H met with an HL adviser ... (6 pages)View decision -
Decision Reference DRN-5046280
15 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5046280 The complaint Mr V, Mr V and Mrs V complain that Lloyds Bank PLC did not refund a series of payments they say they lost to a scam. As Mr V was the individual actively involved in the investments and who primarily raised the complaint, I will mostly refer to him throughout t... (5 pages)View decision -
Decision Reference DRN-4669355
15 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4669355 The complaint A partnership, which I will refer to as O, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: It was carrying out a Know Your Customer (KYC) review of O’s account, and requested that the partners provide inf... (3 pages)View decision -
Decision Reference DRN-5144241
15 Nov 2024 Vintage Wealth Management Limited UpheldInvestmentsDRN-5144241 The complaint Mr and Mrs B complain, in essence, that Vintage Wealth Management Limited (“Vintage”) was at fault in what it said or didn’t say about how long their investments might be in cash, out of the market, during investment changes recommended by Vintage. Background I... (9 pages)View decision -
Decision Reference DRN-5046195
15 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5046195 The complaint Mr V and Mr V complain that Starling Bank Limited did not refund a series of payments they say they lost to a scam. What happened As Mr V was the individual actively involved in the communication and who primarily raised the complaint, I will mostly refer to hi... (4 pages)View decision -
Decision Reference DRN-5105859
15 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5105859 The complaint Mrs S and Miss S complain Admiral Insurance (Gibraltar) Limited (Admiral) provided incorrect advice when they made changes to their motor insurance policy. What happened Mrs S held multicover car insurance through Admiral. In July 2023 Mrs S contacted Admiral ... (2 pages)View decision
