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 120327 results
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Decision Reference DRN-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN-4263297
8 Sep 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4263297 The complaint Ms C has complained Vanquis Bank Limited allowed a fraudulent credit card account to be opened in her name. She’s also unhappy about the £350 compensation Vanquis has offered for the delays and reputational damage. What happened In May 2021 Ms C discovered a credi... (2 pages)View decision -
Decision Reference DRN-4340784
8 Sep 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4340784 The complaint Mr P complains that TransUnion International UK Limited, trading as TransUnion was wrongly reporting his address information and this led to him being chased for a debt he was not responsible for. What happened On 23 August 2023 I issued my provisional findings to... (5 pages)View decision -
Decision Reference DRN-4279754
8 Sep 2023 OHENTPAY UK LIMITED UpheldBanking and PaymentsDRN-4279754 The complaint Mr A complains OHENTPAY UK LIMITED (“OUL”) has failed to process two payments he made to his overseas account using its platform. Mr A adds this has caused him distress and inconvenience. What happened In January 2023, Mr A sent two separate payments of £1,500 to ... (3 pages)View decision -
Decision Reference DRN-4303296
8 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4303296 The complaint Mr B’s complaint is about problems he’s had with The Prudential Assurance Company Limited’s online portal which Mr B uses to manage his pension fund. What happened Mr B has a stakeholder pension with The Prudential Assurance Company Limited (Prudential). Mr B freq... (8 pages)View decision -
Decision Reference DRN-4323961
8 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4323961 The complaint Mr P is unhappy that HSBC UK Bank Plc won’t refund money he lost to a scam. What happened Mr P fell victim to an investment scam that targeted victims through personal connections in the same geographical area. The scheme was seemingly operated by two individuals ... (5 pages)View decision -
Decision Reference DRN-4333106
8 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4333106 The complaint Mr P has complained Starling Bank Limited won’t refund transactions he didn’t make. What happened Whilst on a night out in July 2022, Mr P’s phone was stolen. The following morning he reported this and a few days later got sent a replacement device. He realised lo... (3 pages)View decision -
Decision Reference DRN-4121058
8 Sep 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4121058 The complaint Mr M complains PayrNet Limited, trading as Pockit, blocked his account and have not returned the money held in it to him. Mr M says this has caused him financial loss and substantive distress and inconvenience. To keep things simple, I will refer to ‘Pockit’ in mo... (5 pages)View decision -
Decision Reference DRN-4333267
8 Sep 2023 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-4333267 The complaint X has complained that Stripe Payments UK Limited (“Stripe”) discriminated against them when it closed their account in December 2022. They have also complained about how Stripe handled their complaint when they contacted the business last year. What happened X ope... (5 pages)View decision -
Decision Reference DRN-4326470
8 Sep 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4326470 The complaint Miss B complains that Startline Motor Finance Limited (“SMF”) did not treat her appropriately when she began to experience financial difficulties when she was a vulnerable consumer. What happened I set out below Miss B’s version of events and also SMF’s version of... (10 pages)View decision
