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-5236143
17 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5236143 The complaint Mr K is unhappy that Santander UK Plc wouldn’t recover money from a seller for him with which he was in dispute and with the service he received from them surrounding this. What happened Mr K made a payment by faster payment to a seller to purchase some clothes... (3 pages)View decision -
Decision Reference DRN-5143683
17 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5143683 The complaint Miss H complains that The Royal Bank of Scotland Plc (‘RBS’) behaved unreasonably when it didn’t change her account as requested. What happened Miss H held a ‘silver’ account with RBS which she wanted to change. Miss H told us: In March 2024, she asked RBS... (2 pages)View decision -
Decision Reference DRN-5215933
17 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5215933 The complaint Mr C complains that Black Horse Limited was irresponsible in its lending to him. He wants all interest and charges he paid under his hire purchase agreement refunded along with 8% simple interest and any adverse information recorded on his credit file removed. ... (3 pages)View decision -
Decision Reference DRN-5203871
17 Jan 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5203871 The complaint Mr B and Mrs B complain that Charter Court Financial Services Limited trading as Precise Mortgages didn’t treat them fairly whilst they’ve been in financial difficulties. What happened Mr B and Mrs B have a mortgage with Precise since 2016. They’ve been having ... (2 pages)View decision -
Decision Reference DRN-5268830
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5268830 The complaint Mr S has complained that HSBC UK Bank Plc trading as first direct (“HSBC”) failed to contact him and offer support when he began gambling in a compulsive and harmful way. Background Mr S has explained that between 20 February 2024 and 8 March 2024 he gambled ap... (3 pages)View decision -
Decision Reference DRN-5200852
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200852 The complaint Mr P complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in a scam. What happened What Mr P says: Mr P was contacted by someone on Facebook and then on WhatsApp on 6 November 2023. He got talking to her and they became friendly. The person then sh... (3 pages)View decision -
Decision Reference DRN-5052668
17 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5052668 The complaint Mr and Mrs S complain that Starling Bank didn’t do enough to prevent the loss they suffered when they fell victim to a scam. For ease of reading and as he’s done most of the correspondence on the complaint, I’ll mostly just refer to Mr S where I mean both him ... (5 pages)View decision -
Decision Reference DRN-5258574
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5258574 The complaint Mr S complains that Clydesdale Bank PLC trading as Virgin Money allowed him to transfer funds out of his ISA without warning him that the funds would lose their tax-free status. What happened In June 2023, Mr S opened a new ISA with Virgin Money. He transferred... (2 pages)View decision -
Decision Reference DRN-5258251
17 Jan 2025 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5258251 The complaint Mr D has complained about a transfer of his Zurich self invested personal pension (SIPP) to a small self-administered scheme (SSAS) in August 2015. Mr D’s SSAS was subsequently used to invest in the Llana Beach Hotel, a resort development in Cape Verde offered ... (17 pages)View decision -
Decision Reference DRN-5082660
17 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5082660 The complaint Mr W complains about the position on liability taken by U K Insurance Limited (“UKI”) after he made a claim on his car insurance policy. What happened In July 2023 Mr W was involved in a collision involving multiple other vehicles. So, he contacted UKI to make... (2 pages)View decision
