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 352408 results
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Decision Reference DRN-4370449
7 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4370449 The complaint Miss C complains that HSBC UK Bank Plc closed her credit card account without warning and after it had agreed it wouldn’t. What happened Miss C held a HSBC current account and credit card. In 2020, She began falling into arrears on both following the loss of one o... (3 pages)View decision -
Decision Reference DRN-4655826
7 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4655826 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr K was looking for investment opportunities when he saw a social media advert for an investment company, X. After looking into them, he thought they seeme... (4 pages)View decision -
Decision Reference DRN-4618708
7 Mar 2024 Wesleyan Assurance Society Not upheldPensions and AnnuitiesDRN-4618708 The complaint Mr G complains that Wesleyan Assurance Society (Wesleyan) provided him with poor service for his Flexible Access Drawdown (FAD) pension account. He also made the following complaint points: Wesleyan had incorrectly switched his funds to a lower risk fund without ... (5 pages)View decision -
Decision Reference DRN-4668816
7 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4668816 The complaint Miss K complains about Revolut Ltd’s failure to refund her in respect of a dispute. What happened The background facts of the case are well known to the parties – so I won’t repeat these in detail here. It reflects my informal remit. Miss K used her Revolut debit ... (4 pages)View decision -
Decision Reference DRN-4625648
7 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4625648 The complaint Mrs J complains that Santander UK Plc won’t refund all the money she lost after she fell victim to a scam. What happened Mrs J was planning a trip abroad and found a travel agent who could organise it for her. The agent was arranging flights, accommodation, transf... (4 pages)View decision -
Decision Reference DRN-4661710
7 Mar 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4661710 The complaint Miss N complains that Sainsbury’s Bank Plc (“Sainsbury’s”) have failed to refund money that Miss N lost as part of an investment scam. What happened Miss N saw a post on a social media site that mentioned an investment opportunity. Miss N registered her interest a... (4 pages)View decision -
Decision Reference DRN-4270052
7 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4270052 The complaint Mr C complains that HSBC UK Bank Plc won’t refund over £6,000 he lost to an investment scam beginning in October 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-4667869
7 Mar 2024 Western Provident Association Limited Not upheldInsuranceDRN-4667869 The complaint Mr B complains about the decision by Western Provident Association Limited (‘WPA’) to turn down his private medical insurance claim. What happened On 1 January 2023, Mr B joined his employer’s private medical insurance cover with WPA. This was on a moratorium basi... (4 pages)View decision -
Decision Reference DRN-4589026
7 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4589026 The complaint Mr M complains about the way that Lloyds Bank PLC dealt with the repayment of some business loans. What happened Mr M had four business loans with Lloyds: 1. May 2008 - £93,000 2. May 2008 - £72,000 3. October 2008 - £300,000 4. July 2012 - £235,000 In January 2... (3 pages)View decision -
Decision Reference DRN-4578778
7 Mar 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4578778 The complaint Mr D complains that Automobile Association Insurance Services Limited (AA) mis-sold him a roadside assistance policy. What happened Mr D’s van broke down on the motorway. He called AA for assistance. AA sold him a roadside assistance policy and charged him £150 as... (2 pages)View decision
