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 125400 results
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Decision Reference DRN-4816123
24 May 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4816123 The complaint Mrs M complains about Lloyds Bank General Insurance Limited’s (Lloyds) handling of a subsidence claim made under her home insurance policy. Mrs M also complains that she’s been overcharged by Lloyds for her home insurance. Mrs M is being represented in this compla... (6 pages)View decision -
Decision Reference DRN-4643083
23 May 2024 Bank of Scotland Plc UpheldPensions and AnnuitiesDRN-4643083 The complaint Mr N complains, in his capacity as a trustee of T, that it wasn’t possible to access T’s account with Bank of Scotland plc due to issues with the account mandate. What happened An account was opened with Bank of Scotland on T’s behalf in relation to their limited ... (3 pages)View decision -
Decision Reference DRN-4756231
23 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4756231 The complaint Mr P is unhappy that Revolut Ltd won’t refund payments he didn’t make. What happened Mr P explained his card details were phished using a link he believed was to reschedule a delivery. Following this, he received a call, using a spoofed Revolut number, from someo... (3 pages)View decision -
Decision Reference DRN-4802331
23 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802331 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of an investment scam. What happened In November 2022, Mr H said he found a company online called ‘Crypto Pro Investment’ and invested £200 using a different bank account, via a cryptocurr... (4 pages)View decision -
Decision Reference DRN-4815691
23 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4815691 The complaint Mr R and Mrs R are unhappy that Barclays Bank UK PLC gave them incorrect information about their mortgage interest rate. What happened Mr R and Mrs R have a Barclays mortgage which had an interest rate of 1.18% fixed until 31 August 2023. Mr R and Mrs R spoke with... (3 pages)View decision -
Decision Reference DRN-4814870
23 May 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4814870 The complaint Mr C complains that PayrNet Limited is holding him liable for a transaction he didn’t make or otherwise authorise. Mr C holds an account with Pockit who provide services on behalf of PayrNet. For ease, I’ll mainly refer to Pockit in my decision, but it is PayRNet ... (3 pages)View decision -
Decision Reference DRN-4562688
23 May 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4562688 The complaint Mr R complains that Advanced Payment Solutions Limited trading as Cashplus Bank (APS) blocked his account and unreasonably delayed in unblocking it. What happened Mr R is a sole trader. In relation to his business he has an account with APS. On 16 September 2023, ... (2 pages)View decision -
Decision Reference DRN-4607030
23 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4607030 The complaint Mr F complains that HSBC UK Bank plc (then trading as John Lewis Finance) won’t refund to him the money that he paid to a timeshare relinquishment company. He’s being represented in his complaint by a claims management company. What happened I issued a provisional... (5 pages)View decision -
Decision Reference DRN-4503643
23 May 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4503643 The complaint Mr N’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, acted unfairly and unreasonably by: (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974; an... (5 pages)View decision -
Decision Reference DRN-4814162
23 May 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4814162 The complaint Mr S has complained that Intelligent Money Ltd failed to act fairly and reasonably when accepting his pension transfer. And that it failed to carry out sufficient due diligence on the companies he invested with. What happened I've outlined the key parties inv... (55 pages)View decision
