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 384131 results
-
Decision Reference DRN-5846720
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5846720 The complaint The Administrator of Mr F’s estate has complained that Lloyds Bank PLC paid out the balances of the accounts he held with it, to a relative of Mr F and will not pay the money to the estate. What happened Mr F died in June 2019. Shortly thereafter a sibling of M... (3 pages)View decision -
Decision Reference DRN-5887721
26 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5887721 The complaint Mrs G has complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank (NatWest) refusing to pay out funds that she believes are held in a dormant account with it. Mrs G is represented in her complaint. What happened In 1988 a joint ... (2 pages)View decision -
Decision Reference DRN-5919790
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919790 THE COMPLAINT Mr S complains that HSBC UK Bank Plc (“HSBC”) will not reimburse him money he says he lost when he fell victim to a scam. Mr S is represented matter. However, where appropriate, I will refer to Mr S solely in this decision for ease of reading. WHAT HAPPENED T... (2 pages)View decision -
Decision Reference DRN-5705879
25 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5705879 The complaint Mr D complains that Hargreaves Lansdown Asset Management Limited didn’t take adequate steps to ensure the stop loss on his dealing account was triggered appropriately. Mr D would now like HL to recompense him for his losses and agree to review their stop loss s... (5 pages)View decision -
Decision Reference DRN-5973707
25 Nov 2025 Liverpool Victoria Financial Services Limited Not upheldInvestmentsDRN-5973707 The complaint Mr W complains about the way Liverpool Victoria Financial Services Limited (‘LVFS’) handled two withdrawals from his investment bond which he believes will now result in a large tax liability. Mr W would now like LVFS to pay the tax that resulted from their act... (10 pages)View decision -
Decision Reference DRN-5801396
25 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5801396 The complaint Mr E complains that AXA PPP Healthcare Limited (‘AXA’) has misled him regarding a claim made under his private medical insurance policy for a spinal injury. What happened The background is known to both parties, so I have only included a summary here. Mr E has ... (5 pages)View decision -
Decision Reference DRN-5877922
25 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5877922 The complaint Mr B complains that a car that was supplied to him under a conditional sale agreement with Tesla Financial Services Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr B under a conditional sale agreement with Tesla Financial Serv... (4 pages)View decision -
Decision Reference DRN-5649522
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649522 The complaint Mr M complains to Barclays Bank UK PLC about transactions from an account he held in joint names, which he says were unauthorised. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of ... (2 pages)View decision -
Decision Reference DRN-5925164
25 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5925164 The complaint Mr A complains that American Express Services Europe Limited (AESEL) cancelled his direct debit. What happened Mr A has held an American Express Platinum Card since July 2019. In June 20256 AESEL contacted Mr A to advise him that following an internal review of... (2 pages)View decision -
Decision Reference DRN-5975941
25 Nov 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldPensions and AnnuitiesDRN-5975941 The complaint Ms B complains about the way Vanguard Asset Management Ltd handled her request to transfer her pension to a small self-administered scheme (SSAS) 1 . What happened Ms B held a pension with Vanguard that she was looking to transfer to a SSAS. It seems that proc... (7 pages)View decision
