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 361839 results
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Decision Reference DRN-5233651
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5233651 The complaint Mr B complains about the service provided by HSBC UK Bank Plc trading as first direct (‘first direct’) after it blocked and then reversed a payment he wanted to send. What happened Using first direct’s online banking service, Mr B set up a new payee and input ... (3 pages)View decision -
Decision Reference DRN-5224289
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5224289 The complaint Mr and Mrs R have complained that HSBC UK Bank Plc (“HSBC”) failed to protect them from an investment scam, and hasn’t refunded the money they lost as a result. What happened The background of this complaint is already known to both parties, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-5210258
13 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5210258 The complaint Mr R complains that Barclays Bank UK PLC did not pursue a chargeback claim in respect of a payment which he disputed. What happened In or around June 2022 Mr R booked flights through a broker for return flights for himself and family members. They were to fly a... (2 pages)View decision -
Decision Reference DRN-5206850
13 Jan 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5206850 The complaint Mr C complains about the difficulties he’s experienced accessing the portal to manage his loan with Link Financial Outsourcing Limited trading as Asset Link Capital (No 9) (“Link”). What happened On 16 September 2019 Mr C entered into a fixed sum loan agreement... (3 pages)View decision -
Decision Reference DRN-5200074
13 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5200074 The complaint Ms L has complained about the actions of Scottish Widows Limited (“SWL”) when it transferred her personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely to realise any v... (10 pages)View decision -
Decision Reference DRN-5195740
13 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5195740 The complaint Mr E is unhappy with the resolution offered to him by Mercedes-Benz Financial Services UK Limited (MBFS), after they allowed him to reject a car supplied to him under a hire purchase agreement because it was of an unsatisfactory quality. What happened In Septe... (4 pages)View decision -
Decision Reference DRN-5028916
13 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5028916 The complaint Mr N has complained, through his representative, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) In October 201... (5 pages)View decision -
Decision Reference DRN-4844977
13 Jan 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-4844977 The complaint S, a limited company, complains that Cumberland Building Society (CBS) won’t refund them for transactions they say they didn’t authorise. They’d like the funds returned to them. What happened The background to this complaint is well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5034882
13 Jan 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5034882 The complaint Mrs N has complained, through her representative, that Legal and General Assurance Society Limited (‘L&G’) undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in January 20... (5 pages)View decision
