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 368546 results
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Decision Reference DRN-4923639
6 Jan 2025 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4923639 The complaint Ms S is unhappy with the advice she received from what is now Utmost Life and Pensions Limited (Utmost) to transfer benefits from her former employer’s defined benefit (DB) scheme to a personal pension. She believes the advice was negligent and has caused her t... (6 pages)View decision -
Decision Reference DRN-5207735
6 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5207735 The complaint Miss O is unhappy that Starling Bank Limited allowed a merchant to retake a reversed payment from her account. What happened In April 2024, Miss O authorised a payment of £357.03 to a merchant. The following month, in May 2024, the merchant unexpectedly reimbur... (2 pages)View decision -
Decision Reference DRN-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 pages)View decision -
Decision Reference DRN-5236019
6 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5236019 The complaint Mr W complains Lloyds Bank PLC (“Lloyds”) treated him poorly and discussed his personal business affairs indiscreetly in branch without the privacy he had requested. Mr W is also unhappy Lloyds didn’t make reasonable adjustments for him due to his neurodivergen... (7 pages)View decision -
Decision Reference DRN-5240390
6 Jan 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5240390 The complaint Mr K complains PayrNet Limited (“PayrNet”), trading as Sodexo, closed his account and removed the reward-based funds he’d built up. To put things right, Mr K wants the funds returned to him. What happened The details of this complaint are well known by both par... (5 pages)View decision -
Decision Reference DRN-5106889
6 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5106889 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) won’t refund the money he lost when he fell victim to a scam. What happened Mr M invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. He made several payments totalling £65,000.... (7 pages)View decision -
Decision Reference DRN-5119472
6 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5119472 The complaint Miss Z complains that Santander UK Plc (‘Santander’) won’t refund her after she fell victim to a scam. What happened In May 2019, Miss Z says she was introduced to a person who I’ll refer to as M. M offered Miss Z an investment opportunity. Miss Z says this wa... (3 pages)View decision -
Decision Reference DRN-5189479
6 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5189479 The complaint Mr M complains about the poor service he received from staff in a branch of Lloyds Bank PLC when he went there for help with a business account. What happened In September 2024 after opening a business account online, Mr M decided to visit a branch of Lloyds to... (2 pages)View decision -
Decision Reference DRN-5047864
6 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5047864 The complaint Ms H complains that a car acquired under a hire purchase (HP) agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to her. Ms H also complains that information about the car was mis-represented to her during t... (4 pages)View decision -
Decision Reference DRN-5085882
6 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5085882 The complaint Mr D complained because Kroo Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened Mr D opened a new Kroo account on 27 April 2023. He was expecting some compensation payments, which would be paid in stages. He opened the ... (4 pages)View decision
