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 370149 results
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Decision Reference DRN-5279193
11 Feb 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5279193 The complaint Miss B complains about the way in which Jaja Finance Ltd trading as Asda Money Credit Card managed her account. What happened Miss B holds a credit card account with Jaja. In May 2024 Miss B missed a payment on the account. On 7 June 2024 Miss B contacted Jaja ... (4 pages)View decision -
Decision Reference DRN-4767862
11 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4767862 The complaint Mr M complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to scams. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In summary... (2 pages)View decision -
Decision Reference DRN-5282213
11 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5282213 The complaint Mrs Y’s complaint relates to a mortgage current account that was linked to her mortgage with Barclays Bank UK PLC. She considers that the overdraft limit was too high, which means that she is now struggling to repay it. She is unhappy that Barclays has not give... (4 pages)View decision -
Decision Reference DRN-5322096
11 Feb 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-5322096 The complaint Mrs V complains that Quilter Financial Planning Solutions Limited (“Quilter”) failed to provide her with ongoing reviews and failed to act in her best interest when managing her investments, despite paying Ongoing Advice Charges (“OACs”). Mrs V is represented ... (8 pages)View decision -
Decision Reference DRN-4853167
11 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4853167 The complaint Miss T complains that Bank of Scotland Plc (trading as Halifax), didn’t do enough to prevent her losing money to a scam. Miss T has used a representative to bring her complaint, but for ease of reading, I’ll mostly just refer to Miss T herself when I also mean... (2 pages)View decision -
Decision Reference DRN-5302446
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5302446 The complaint Mr K complains about the advice he received and his customer service experience whilst making a complaint to HSBC UK Bank Plc trading as first direct. What happened Mr K contacted first direct in early September 2024 because his account had gone into overdraft.... (3 pages)View decision -
Decision Reference DRN-3190386
11 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3190386 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in March 2014. The QROPS was subsequently used to invest with Blackmore Global PCC, ... (10 pages)View decision -
Decision Reference DRN-3363198
11 Feb 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3363198 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in March 2014. The QROPS was subsequently used to invest with Blackmore Global PCC, ... (10 pages)View decision -
Decision Reference DRN-5317111
11 Feb 2025 Chubb European Group SE Not upheldInsuranceDRN-5317111 The complaint Mr S has complained about the way Chubb European Group SE dealt with a claim he made under his purchase protection insurance policy. Reference to Chubb includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evid... (2 pages)View decision -
Decision Reference DRN-5276883
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5276883 The complaint Mr P complains NewDay Ltd trading as Fluid Mastercard irresponsibly lent to him. Mr P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr... (3 pages)View decision
