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 360982 results
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Decision Reference DRN-5147199
30 Dec 2024 Money Redress Limited UpheldClaims ManagementDRN-5147199 The complaint Mr C complains about the fee charged by Money Redress Limited (“MRL”) after he received a successful outcome to a complaint it raised against a pension provider on his behalf. What happened In mid-2018, Mr C signed an agreement with MRL for it to act on his be... (4 pages)View decision -
Decision Reference DRN-5096313
30 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-5096313 The complaint Mr Y is unhappy with the way BUPA Insurance Limited handled his data. What happened Mr Y has a private medical insurance policy underwritten by BUPA. BUPA incorrectly added Mr Y’s phone number to an appointment request for another individual. He was then contac... (3 pages)View decision -
Decision Reference DRN-5100909
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5100909 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) closed his account and unfairly lodged a marker against him with a fraud prevention agency. What happened Mr D has explained that Monzo contacted him about some payments he didn’t recognise. He told Monzo that someon... (4 pages)View decision -
Decision Reference DRN-4889860
30 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4889860 The complaint Mr K has complained that Santander UK Plc (“Santander”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision -
Decision Reference DRN-5118486
30 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5118486 The complaint Mr H complains about the service provided by Lloyds Bank PLC (‘Lloyds’) when he was trying to make a cheque payment to his stockbroker. What happened Mr H held a current account with Lloyds, which he’d opened in 2023. 1 August 2024 - Mr H posted a cheque to h... (5 pages)View decision -
Decision Reference DRN-5085330
30 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5085330 The complaint Miss B complained because Metro Bank PLC refused to refund her for transactions which she said she hadn’t authorised, and then closed her account. What happened On 17 May 2024, Miss B contacted Metro. She said there had been transactions on her account which s... (4 pages)View decision -
Decision Reference DRN-5218805
30 Dec 2024 INTERESTME FINANCIAL PLANNING LIMITED UpheldPensions and AnnuitiesDRN-5218805 The complaint Mr M complains about the suitability of the advice he was given in May 2016 to switch the value of his two existing personal pension plans (“PPPs”) to a self-invested personal pension (“SIPP”). The advice was given by Wise Pension Group Limited which is now cal... (11 pages)View decision -
Decision Reference DRN-5121706
30 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5121706 The complaint Mrs S complains that HSBC UK Bank Plc – trading as First Direct Bank (“First Direct”) won’t refund the money she lost when she fell victim to an investment scam. Mrs S’s complaint has been brought by a professional representative but I’ll only refer to Mrs S in... (5 pages)View decision -
Decision Reference DRN-5231005
30 Dec 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5231005 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5028737
30 Dec 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5028737 The complaint Mr F through his representative complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for him in 2018 when he could not afford it and then approved a series of credit limit increases irresponsibly. What happened Mr F took a PayPal ... (4 pages)View decision
