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 120936 results
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Decision Reference DRN-4837383
6 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4837383 The complaint Mr L complains HSBC UK Bank Plc trading as First Direct didn’t contact him in the fastest way possible to let him know it wanted to check a payment he’d made was genuine. He says that he’s had to pay additional tax as a result and wants compensating. What happened... (4 pages)View decision -
Decision Reference DRN-4809457
6 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4809457 The complaint K, a limited company, complains that TSB Bank plc didn’t complete a switch of its bank account and provide sufficient support and help. What happened K asked TSB to switch its bank account from a different financial business which I will anonymise here as the ‘old... (2 pages)View decision -
Decision Reference DRN-4826398
6 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4826398 The complaint Mr S complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investment he made within his Self-Invested Personal Pension (‘SIPP’)... (36 pages)View decision -
Decision Reference DRN-4661602
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4661602 The complaint Miss C complains that Monzo Bank Ltd won’t refund over £9,000 she lost to a scam. Miss C is represented in this complaint by a solicitor. For simplicity I will refer to Miss C throughout this decision, even when referencing what her representatives has said on her... (4 pages)View decision -
Decision Reference DRN-4836846
6 Jun 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4836846 The complaint Mr K complains that Tesco Personal Finance PLC, trading as Tesco Bank, treated him unfairly regarding a dispute about a transaction to get him out of a timeshare. What happened In April 2020 Mr K entered a contract where he had to pay £12... (5 pages)View decision -
Decision Reference DRN-4656971
6 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4656971 The complaint Miss D complains that despite numerous attempts and complaining to Barclays Bank UK PLC (“Barclays”) she was unable to open accounts over its mobile app resulting in her being unable to invest with Barclays in the products she wished. What happened Miss D says she... (3 pages)View decision -
Decision Reference DRN-4828524
6 Jun 2024 Harvey & Thompson Limited UpheldConsumer CreditDRN-4828524 The complaint M has complained about the behaviour of Harvey & Thompson Limited trading as H&T Pawnbrokers (“H&T”) in relation to loans he took out with it. What happened M was a customer of H&T for a few years. He entered into several pawnbroking agreements wit... (5 pages)View decision -
Decision Reference DRN-4708276
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4708276 The complaint Z, a limited company, complains that Monzo Bank Ltd won’t reimburse money lost to a scam. It would like the funds reimbursed. What happened Z holds accounts with Monzo. In April 2023 a staff member received an email seemingly from the director of Z to make a payme... (3 pages)View decision -
Decision Reference DRN-4835634
6 Jun 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4835634 The complaint Mr L complains about the delayed transfer of his ISA, from his Smart Investor ISA (‘ISA’) account to an Instant Cash ISA (‘cash ISA’) account, by Barclays Bank UK PLC (‘Barclays’). He says that the delay prevented him from investing as he’d planned to, causing him... (4 pages)View decision -
Decision Reference DRN-4568830
6 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4568830 The complaint Ms K, via a representative, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Ms K met an individual ... (3 pages)View decision
