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 364422 results
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Decision Reference DRN-5094721
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5094721 The complaint Mr B and Mr W complain that HSBC UK Bank Plc didn’t protect them from an investment scam. Mr B and Mr W are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr B and Mr W in this decision. What happened Mr B and Mr... (5 pages)View decision -
Decision Reference DRN-5155636
12 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5155636 The complaint Mr S complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance was irresponsible in its lending to him. He wants to be compensated for the impact this has had on him. What happened Mr S was provided with a conditional sale agreement by... (3 pages)View decision -
Decision Reference DRN-5207645
12 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5207645 The complaint Mrs H complains about AXA Insurance Plc’s handling of her Buildings Insurance claim. Mrs H is being represented in her claim by Mr H, so I may refer to him below. All references to AXA also include its appointed agents. What happened Below is a summary of the ... (4 pages)View decision -
Decision Reference DRN-3718423
12 Dec 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3718423 The complaint Miss G has complained, with the help of a professional third party, about the transfer of her Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (“SSAS”) in 2014. Miss G’s SSAS was subsequently used to invest in an overseas pro... (20 pages)View decision -
Decision Reference DRN-5207320
12 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5207320 The complaint Ms H complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance (Santander). What happened I issued my provisional decision on this complaint last month. An extract fr... (4 pages)View decision -
Decision Reference DRN-4666392
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4666392 Complaint Mr S is unhappy that Barclays Bank UK PLC didn’t reimburse in full him after he fell victim to a scam. Background In 2022, Mr S’s business faced cash flow problems. During this time, he discussed his financial difficulties with Mr D, a neighbour in the same buildin... (2 pages)View decision -
Decision Reference DRN-5024182
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5024182 The complaint Mr H complains that Monzo bank Ltd won’t refund the money he lost after falling victim to a scam. Mr H is represented in this complaint by a solicitor, but for simplicity I will refer to Mr H throughout this decision, even when referencing what his representat... (3 pages)View decision -
Decision Reference DRN-5031198
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5031198 The complaint Mr H complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost after falling victim to a scam. Mr H is represented in this complaint by a solicitor, but for simplicity I will refer to Mr H throughout this decision, even when refe... (3 pages)View decision -
Decision Reference DRN-5124801
12 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5124801 The complaint Mr H complains that Lloyds Bank PLC defaulted his overdraft account without his knowledge. He says that Lloyds failed to recognise that he was vulnerable and it should have done more to communicate with him about the account prior to it defaulting. What happen... (4 pages)View decision -
Decision Reference DRN-5120200
12 Dec 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-5120200 The complaint Miss K complains that Marshmallow Insurance Limited didn’t correctly recalculate her premiums for her motor insurance policy after an open claim was settled as non-fault. What happened Miss K had an open claim on her record with her previous insurer as the oth... (2 pages)View decision
