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 122405 results
-
Decision Reference DRN-4473410
25 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4473410 The complaint Mr A complains that Monzo Bank Ltd won’t refund over £12,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam after he was contacte... (3 pages)View decision -
Decision Reference DRN-4391059
25 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4391059 The complaint Ms K is unhappy that Lloyds Bank Plc won’t reimburse her for the money she lost when she fell victim to a scam. What happened Ms K fell victim to a safe account scam. Her details were compromised via a phishing text, Ms K realised what had happened straight away a... (4 pages)View decision -
Decision Reference DRN-4502724
25 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4502724 The complaint Mr S is unhappy that HSBC UK Bank Plc can’t find a safe deposit box he holds with them. What happened Mr S has held a safe deposit box with HSBC since 2003. Recently, Mr S sought to locate the box with HSBC because he wanted to retrieve the items contained within ... (3 pages)View decision -
Decision Reference DRN-4402501
25 Jan 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4402501 The complaint Mr S has complained about the way Ikano Bank AB (publ) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (s140A) of the Consumer Credit Act 1974 (the “CCA”). Mr S... (4 pages)View decision -
Decision Reference DRN-4566090
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4566090 The complaint Mr M complains that Santander UK Plc (“Santander”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In April 2022, Mr M clicked on an advert ... (4 pages)View decision -
Decision Reference DRN-4521335
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4521335 The complaint Mr O complains about the way Santander UK Plc has handled a breach of contract claim he made in relation to a fitted kitchen he paid for using his credit card. For ease of reading, while both Mr and Mrs O have been involved in relevant correspondence, I’ll refer t... (8 pages)View decision -
Decision Reference DRN-4578307
25 Jan 2024 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-4578307 The complaint Mr H’s representative has complained, on his behalf, that Estate Capital Financial Management Limited (ECFM) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Per... (8 pages)View decision -
Decision Reference DRN-3744349
25 Jan 2024 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3744349 The complaint Mr V has complained that Tuto Money Limited (Tuto) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened The investigator... (4 pages)View decision -
Decision Reference DRN-4580892
25 Jan 2024 Zurich Insurance PLC UpheldInsuranceDRN-4580892 The complaint Mrs K complains about Zurich Insurance PLC’s (Zurich) handling of a claim made under her holiday home insurance policy. Where I’ve referred to Zurich, this also includes any actions or communication by agents, including Zurich’s underwriting agent, acting on their... (3 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision
