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 121074 results
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Decision Reference DRN-4478960
15 Jan 2024 Moneyplus Group Limited UpheldConsumer CreditDRN-4478960 The complaint Mr W complains that MoneyPlus Group Limited trading as MoneyPlus Advice (MoneyPlus) mis-sold him a debt management plan. What happened Mr W entered into a debt management plan (DMP) managed by MoneyPlus in 2022. Mr W says MoneyPlus told him that it would help put ... (6 pages)View decision -
Decision Reference DRN-4558206
15 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4558206 The complaint Mr B complains about HSBC UK Bank PLC’s response to a claim he made under Section 75 of the Consumer Credit Act 1974. What happened In April 2022, Mr B purchased a solar panel system (“the system”) from a supplier. He paid for this in part using his HSBC credit ca... (3 pages)View decision -
Decision Reference DRN-4552644
15 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4552644 The complaint Mr S has complained Lloyds Bank plc added a fraud-related marker in his name to the industry fraud database, CIFAS.. What happened In May 2022 Lloyds froze Mr S’s account. They’d received an alert from another bank about money paid into Mr S’s account. As Mr S was... (3 pages)View decision -
Decision Reference DRN-4405040
15 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4405040 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money deactivated his bank card without authority. He said Virgin’s agent wouldn’t help him at the time and threatened to terminate the call. Mr D said his card had similarly been deactivated before. What h... (4 pages)View decision -
Decision Reference DRN-4547480
15 Jan 2024 Financial Solutions Wales Ltd UpheldPensions and AnnuitiesDRN-4547480 The complaint Mr W complains about the advice Financial Solutions Wales Ltd (‘FS’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice wasn’t suitable for him and may have caused a financial ... (4 pages)View decision -
Decision Reference DRN-4379408
15 Jan 2024 HL Partnership Limited UpheldMortgagesDRN-4379408 The complaint Miss U complains that HL Partnership Limited failed to advise her how to apply for a help to buy loan to go alongside her application for a mortgage. What happened Miss U was looking to buy a property and found one she wanted to purchase. She would need to take ou... (3 pages)View decision -
Decision Reference DRN-4355455
15 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4355455 The complaint The estate of Mr W complains NewDay Ltd provided the late Mr W with an unaffordable credit card. What happened In June 2021 NewDay provided Mr W with a credit card with a limit of £1,200. Mr W sadly passed away in April 2022 and the executors of his estate complai... (4 pages)View decision -
Decision Reference DRN-4558544
15 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4558544 The complaint Mr B is a sole trader. He complains that Barclays Bank UK Plc treated him unfairly when it closed his business accounts. Mr B is represented by his accountant Ms K, however for ease I’ll refer to Mr B throughout the decision. What happened Mr B held a business cur... (6 pages)View decision -
Decision Reference DRN-4500376
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4500376 The complaint Mr A has complained Monzo Bank Ltd, trading as Monzo, won’t refund money he didn’t receive after using a cash machine. What happened In July 2023 Mr A used a cash machine to withdraw £120. He didn’t receive any money from the cash machine but noticed there was £10... (2 pages)View decision -
Decision Reference DRN-4536365
15 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4536365 The complaint Mr D complains about how Barclays Bank UK PLC dealt with an Individual Savings Account (ISA) transfer. What happened Mr D opened a Barclays ISA in early 2023 and attempted to transfer his existing ISA to it. He says there were a number of problems and delays which... (2 pages)View decision
