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 380712 results
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Decision Reference DRN-4780599
24 Oct 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4780599 The complaint Mrs L’s complaint concerns investment advice she and her late husband, Mr L, were provided with by HSBC UK Bank Plc in 2008. In brief, her representative says they were advised to invest too much money. What happened In 2008 Mrs L and her husband met with an HS... (3 pages)View decision -
Decision Reference DRN-5101661
24 Oct 2024 Wakam Not upheldInsuranceDRN-5101661 The complaint Mr D complains that Wakam refused to pay extra costs for a claim on his buildings insurance. Wakam used a third party company to manage Mr D’s claim and most of his correspondence has been with this company rather than directly with Wakam. For the avoidance of ... (4 pages)View decision -
Decision Reference DRN-4669393
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4669393 The complaint Mr K says Bank of Scotland PLC, trading as Halifax, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says on 27 July 2023 he logged onto his Halifax online banking account and noticed two ATM withdrawals of ... (2 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN-4762886
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4762886 The complaint Mr B complains Bank of Scotland PLC, trading as Halifax, refuses to refund him for a transaction on his account he says he didn’t authorise. What happened Mr B says he turned on his phone on 24 October 2024 and noticed an SMS on his phone from Halifax which he ... (2 pages)View decision -
Decision Reference DRN-4923336
24 Oct 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4923336 The complaint Miss L is unhappy that a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance wasn’t properly explained to her. What happened On 31 March 2023, Miss L was supplied with a used car through a conditional sale agreement w... (3 pages)View decision -
Decision Reference DRN-5090296
24 Oct 2024 Rathbones Investment Management Limited Not upheldInsuranceDRN-5090296 The complaint The trustees of the K Trust complains that Rathbone Investment Management Limited (RIM) failed to carry out any annual reviews in respect of the funds within the whole of life policy taken out by Mr K which has led to an increase in premiums and exacerbating th... (5 pages)View decision -
Decision Reference DRN-4929451
24 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4929451 The complaint Mr A is unhappy because Santander UK Plc (‘Santander’) declined to refund £684 which he lost due to a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in A... (3 pages)View decision -
Decision Reference DRN-5104259
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5104259 The complaint Mr T is unhappy that Bank of Scotland plc, trading as Halifax, restricted his account and refused to remove those restrictions until he visited branch with personal ID. What happened In July 2022, Mr T opened a new account with Halifax. He then transferred £5,... (3 pages)View decision -
Decision Reference DRN-5059450
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5059450 The complaint Mr M complains that UK Insurance Limited trading as Direct Line (UKI) hasn’t offered a fair settlement for the total loss of his car after a claim was made on his motor insurance policy. Mr M is also unhappy with the level of service he received by UKI during t... (3 pages)View decision
