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 128312 results
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Decision Reference DRN-5258547
10 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5258547 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr P made further investments. He paid £126,000 in 201... (7 pages)View decision -
Decision Reference DRN-4878685
10 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4878685 The complaint Mr W is unhappy after he fell victim to an investment scam and Nationwide Building Society decided not to refund him. What happened The facts of the case are not in dispute and were set out by the investigator, I’ll repeat them here. Mr W was provided informa... (5 pages)View decision -
Decision Reference DRN-5101891
10 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5101891 The complaint Mr E complains about the way Barclays Bank UK PLC has managed his mortgage current account, and his requests for support. What happened Mr E took his mortgage out with Barclays (trading as Woolwich at the time) in 2007. He borrowed £278,500 on a repayment basis... (7 pages)View decision -
Decision Reference DRN-5318634
10 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5318634 The complaint Mrs L complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on her introducer and selected investment when it accepted her s... (50 pages)View decision -
Decision Reference DRN-5320521
10 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5320521 The complaint Ms F is unhappy that AXA PPP Healthcare Limited (AXA) only paid 60% of the invoiced diagnostic test. What happened Ms F attended a medical consultation. She was fitted with a cardiac monitor for 24 hours. The consultant invoiced AXA for the initial out-patien... (3 pages)View decision -
Decision Reference DRN-4891264
10 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4891264 The complaint A limited company, O, complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered when it sent payments as the result of a scam. Mr G (one of O’s directors) has brought the complaint on its behalf and has used a rep... (6 pages)View decision -
Decision Reference DRN-5308480
10 Feb 2025 Metropolitan Housing Trust Ltd UpheldMortgagesDRN-5308480 The complaint Ms G complains that Metropolitan Housing Trust Ltd incorrectly calculated the amount required to redeem her mortgage, causing a number of issues. Ms G is represented in this case by her daughter, but for ease I will refer to Ms G only when referring to points m... (7 pages)View decision -
Decision Reference DRN-5088131
10 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5088131 The complaint The trustees of a trust which I’ll refer to ‘T’ complain that National Westminster Bank Plc (‘NatWest’) unfairly closed the trust’s account and haven’t returned the funds that were in the account. What happened T held a reserve account with NatWest which regul... (5 pages)View decision -
Decision Reference DRN-5319056
10 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5319056 The complaint Mr J has complained about the way Bank of Scotland plc trading as Halifax dealt with his request for money back. What happened Mr J said in 2021 he entered into a contract for dental treatment. To pay for the treatment a continuous payment authority (“CPA”) ar... (3 pages)View decision -
Decision Reference DRN-5254640
10 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5254640 The complaint Ms T’s complaint is about the administration of her mortgage account which is held with Santander UK Plc. In a decision dated 3 February 2025 I explained that I would be considering the following matters. - legal fees added to the mortgage account; - the way ... (4 pages)View decision