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 364862 results
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Decision Reference DRN-4777136
7 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4777136 The complaint Mr V complains about a decision taken by Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) to refuse a refund request he made. Mr V is being represented by his wife. To protect the anonymity of all the parties involved, I will refer to Mr V’s wife as... (3 pages)View decision -
Decision Reference DRN-5301982
7 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5301982 The complaint Ms B has complained that National Westminster Bank Plc (“NatWest”) gave her loans she couldn’t afford to repay because it didn’t carry out sufficient affordability checks before lending. What happened NatWest seems to have granted a total of five loans to Ms B... (6 pages)View decision -
Decision Reference DRN-5197949
7 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5197949 The complaint Mr W complains that Bank of Scotland plc trading as Halifax did not refund the £30,000 he says he lost to a scam. What happened Mr W says that he was introduced to an investment opportunity with a company I’ll refer to as ‘G’ by a financial advisor. He has said... (3 pages)View decision -
Decision Reference DRN-5036802
7 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5036802 The complaint Mr W complains that Bank of Scotland plc trading as Halifax did not refund the £30,000 he says he lost to a scam. What happened Mr W was looking to invest and was introduced to a company I’ll call ‘HS’ for the purpose of this decision. HS had several different ... (3 pages)View decision -
Decision Reference DRN-5308570
7 Feb 2025 Thornton & Baines Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-5308570 The complaint Mr B has complained that the advice he was given by Thornton & Baines Independent Financial Advisers Limited (‘T&B’) to transfer his pension benefits in 2017 was unsuitable. Mr B’s complaint has been brought on his behalf by a professional representati... (12 pages)View decision -
Decision Reference DRN-5306898
7 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5306898 The complaint Mrs S, with the help of a professional representative, has complained about a transfer of her deferred annuity pension policy with The Prudential Assurance Company Limited (Prudential) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in February 2016.... (9 pages)View decision -
Decision Reference DRN-5313364
7 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5313364 The complaint Mrs P’s complaint is about Barclays Bank UK PLC (Barclays) in relation to a shared appreciation mortgage it administers on behalf of the lender. The complaint is two-fold: The mortgage having been mis-sold to Mrs P and the late Mr P in 1998. This is because B... (4 pages)View decision -
Decision Reference DRN-5204013
7 Feb 2025 Santander UK Plc Not upheldConsumer CreditDRN-5204013 The complaint Mr L complains that Santander UK plc irresponsibly lent him three loans between 2020 and 2022. What happened Mr L took out the first loan with Santander in April 2020. He borrowed £3,000 over a term of three years. The monthly loan repayments were £111.44. Mr ... (4 pages)View decision -
Decision Reference DRN-5302538
7 Feb 2025 Acumen Financial Advisers Ltd UpheldInsuranceDRN-5302538 The complaint Miss D and Mr E complain that Acumen Financial Advisers Ltd didn’t set up life insurance policies. What happened Miss D and Mr E took out a mortgage in 2020. They also received advice about life insurance policies from Acumen and agreed to take out cover costin... (6 pages)View decision -
Decision Reference DRN-5088063
7 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5088063 The complaint Miss W complains that BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) are incorrectly chasing her for an outstanding balance on an agreement she thought she had settled with them. What happened In March 2022, Miss W acquire... (5 pages)View decision
