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 365360 results
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Decision Reference DRN-5207451
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5207451 The complaint Ms F complains that Lloyds Bank PLC didn’t treat her fairly when it closed her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here but will briefly summarise what happened. In ... (3 pages)View decision -
Decision Reference DRN-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4899764
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4899764 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted his credit card account and loan account after he entered into a debt arrangement scheme. What happened Mr O says that he entered into a debt arrangement scheme in February 2020. He ... (3 pages)View decision -
Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision -
Decision Reference DRN-5291367
28 Jan 2025 Quilter Wealth Ltd UpheldPensions and AnnuitiesDRN-5291367 The complaint Mr S is represented. His complaint relates to the following firms – Aqua Financial Services Ltd (‘Aqua’) – the firm who recommended a pension switch to him in 2019; in the main, he says the pension switch was unsuitable, and he seeks redress (including a ful... (14 pages)View decision -
Decision Reference DRN-5222105
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222105 The complaint Mr M complains that HSBC UK Bank Plc stopped his credit card and ended his credit agreement. What happened Mr M held a HSBC credit card with a credit limit of £6000. In July 2024 Mr M contacted HSBC to report fraudulent activity on his card. HSBC said it would ... (3 pages)View decision -
Decision Reference DRN-5251899
28 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251899 The complaint Mr D complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when, he says, it shouldn’t have accepted business from the business who introduced him to Options;... (44 pages)View decision -
Decision Reference DRN-5115247
28 Jan 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5115247 The complaint Ms A is unhappy that Volkswagen Financial Services (UK) Limited (VWFS) paid, and then invoiced her for a parking notice, thereby preventing her from appealing the charge. Ms A’s legal representative, Mr F, brought this complaint on her behalf, so I’ll also ref... (4 pages)View decision -
Decision Reference DRN-5292906
28 Jan 2025 Yorsipp Limited UpheldPensions and AnnuitiesDRN-5292906 The complaint Mr T complains the Yorsipp Limited (‘Yorsipp’) Self-Invested Personal Pension (‘SIPP’) that was opened for him in 2013, and the investments made within it, were unsuitable for him. And that Yorsipp didn’t carry out adequate due diligence on the adviser that int... (40 pages)View decision -
Decision Reference DRN-5292812
28 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5292812 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened Earlier this month I issued a provisional decision (“PD”) setting out why I was intending to uphold Mr M’s co... (6 pages)View decision
