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-5221424
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5221424 The complaint Mr S is unhappy with the service he received from Santander UK Plc surrounding a transfer that he wanted to make. What happened Mr S went into a Santander branch to instruct a transfer of £8,250 from his account. Santander’s branch staff explained to Mr S that ... (3 pages)View decision -
Decision Reference DRN-5258538
13 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5258538 The complaint Mr J complains that Vanquis Bank Limited (Vanquis) defaulted his account. What happened Mr J had a credit card from Vanquis. The limit was £3,000. In the middle of 2023, he ran into difficulty as he had lost his job, suffered from a difficult relationship break... (3 pages)View decision -
Decision Reference DRN-5253895
13 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5253895 The complaint Mrs W complains about Aviva Life & Pensions UK Limited (Aviva) delays and poor service in connection with a request to transfer her personal pension to a Qualifying Recognised Overseas Pension (QROPS). What happened Mrs W lives overseas. She held a person... (11 pages)View decision -
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
