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 366350 results
-
Decision Reference DRN-4939728
23 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4939728 The complaint Ms W, on behalf of her business “F”, has complained that Starling Bank Limited (“Starling”) failed to protect her from falling victim to an impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat a... (4 pages)View decision -
Decision Reference DRN-5281307
23 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5281307 The complaint Miss C complains about the service she got from Santander UK Plc including not having her share allocation used to credit the mortgage, cheques not being credited to her account, an explanation as to how legal costs and arrears have been applied to the account ... (2 pages)View decision -
Decision Reference DRN-5116948
23 Jan 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5116948 The complaint Mr D has complained about a transfer of his SLOC CA Limited trading as Sun Life Financial of Canada (SLOC) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2014. Mr D’s QROPS was intended to be used to invest... (10 pages)View decision -
Decision Reference DRN-4770256
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4770256 The complaint Mr K complains National Westminster Bank Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a brief summary here. Mr K engaged the services of... (3 pages)View decision -
Decision Reference DRN-5211141
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211141 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr T is being represented by a claims management company in this complaint. What happened In January 2021, Mr T invested in a company – Buy... (7 pages)View decision -
Decision Reference DRN-5123892
23 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5123892 The complaint Mr D has complained about a transfer of his Phoenix Life Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in July 2014. Mr D’s QROPS was subsequently used to invest in the Trafalgar Multi Asset Fund – a Cayman is... (10 pages)View decision -
Decision Reference DRN-5242715
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5242715 The complaint Mr R complains that Barclays Bank UK PLC failed to make reasonable adjustments by not sending him his mortgage offer and supporting documents in braille. Mr R says that as a result, he was unaware of the mortgage terms, and this impacted his ability to secure a... (5 pages)View decision -
Decision Reference DRN-5218040
23 Jan 2025 Paymentsense Limited Not upheldBanking and PaymentsDRN-5218040 The complaint This complaint is brought by Mr and Mrs J, who operate a business I will refer to as MHIC. Their complaint is that Paymentsense Limited trading as Dojo has unfairly processed a chargeback of £509.99 against their account. To settle the complaint, Mr and Mrs J ... (3 pages)View decision -
Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (3 pages)View decision -
Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision
