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-4837289
13 Jun 2024 Coventry Building Society UpheldBanking and PaymentsDRN-4837289 The complaint Mr D complains that Coventry Building Society (Coventry) failed to use the email he’d supplied it when opening an online savings account. He feels this was a negligent act that caused him cost, distress, and inconvenience. Mr D also complains that Coventry failed ... (5 pages)View decision -
Decision Reference DRN-4717092
13 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4717092 The complaint Mr L complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr L was approached by a rep... (43 pages)View decision -
Decision Reference DRN-4829991
13 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4829991 The complaint Mr H complains that Mortgage Agency Services Number Five Limited (MAS5) unfairly increased the interest rate on his mortgage, causing him financial difficulty. What happened In 2006, Mr H took out a mortgage with a firm called GMAC-RFC Limited. He borrowed around ... (8 pages)View decision -
Decision Reference DRN-4526264
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4526264 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr S discovered an investment firm online that ... (4 pages)View decision -
Decision Reference DRN-4629630
13 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4629630 The complaint Miss M complains that Santander UK Plc didn’t do enough to protect her when she fell victim to a scam and won’t refund the money she lost. What happened Miss M was introduced to a crypto investment by a friend on social media. Although, sadly, it later turned-out... (5 pages)View decision -
Decision Reference DRN-4799710
13 Jun 2024 Melton Mowbray Building Society UpheldBanking and PaymentsDRN-4799710 The complaint Mr I is unhappy with Melton Mowbray Building Society’s (Melton) handling and the delays it caused with his ISA transfer. What happened Mr I had an appointment with Melton and during the appointment he arranged to transfer his ISA to it from a bank. To start with t... (3 pages)View decision -
Decision Reference DRN-4851682
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851682 The complaint Mr L complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened Around late 2022, Mr L read an article/advert on social media promoting a cryptocurrency investment platform (“X”). He registered his interest and rec... (4 pages)View decision -
Decision Reference DRN-4850839
13 Jun 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4850839 The complaint Mrs T complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) handled a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”) poorly. What happened The background to this complaint, and my provisional findin... (9 pages)View decision -
Decision Reference DRN-4825445
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4825445 The complaint Mrs R complains that Monzo Bank Ltd did not refund the £3,025 she lost to a scam. What happened Mrs R was looking to purchase an automatic car and found a suitable one on an online marketplace. After speaking with the company selling the vehicle, they agreed a tot... (3 pages)View decision -
Decision Reference DRN-4782255
13 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4782255 The complaint D, a limited company, complains that Starling Bank Limited didn’t refund money it lost when it was the victim of a scam. D is represented by Mr T (one of D’s directors) and it was Mr T who interacted with the fraudsters in this instance. What happened D was lookin... (4 pages)View decision