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-3813676
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813676 The complaint Mr R complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result of the scam. What happened On 12 February 2022, Mr R saw a notification... (3 pages)View decision -
Decision Reference DRN-4103684
29 Jun 2023 Nationwide Building Society UpheldMortgagesDRN-4103684 The complaint Mr and Mrs W’s complaint about Nationwide Building Society (NBS) relates to their application for a mortgage and the advice the received from NBS’ mortgage advisor. What happened Mr and Mrs W wanted to re-mortgage with NBS and at the same time borrow some more mon... (4 pages)View decision -
Decision Reference DRN-4215125
29 Jun 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4215125 The complaint Mr C complains that The Royal London Mutual Insurance Society Limited failed to action his request to make alterations to his pension contributions in a timely manner. Mr C also states that Royal London failed to remove his previous adviser as servicing agent when... (8 pages)View decision -
Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision -
Decision Reference DRN-3861762
29 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3861762 The complaint Mr M complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (40 pages)View decision -
Decision Reference DRN-4194259
29 Jun 2023 AJ Bell Asset Management Limited UpheldPensions and AnnuitiesDRN-4194259 The complaint Mr H complains that AJ Bell Asset Management Limited made a mistake when sending a transfer instruction concerning his self-invested personal pension (SIPP). He says he’s suffered a financial loss as a result. What happened Mr H held a SIPP containing different ac... (7 pages)View decision -
Decision Reference DRN-4072512
29 Jun 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-4072512 The complaint Mr J has complained about the quality of a car he acquired using finance provided by Tesla Financial Services Limited. What happened In November 2022, Mr J took out finance for a brand new Tesla, and paid a deposit of £19,307. Soon afterwards, he reported a fault,... (2 pages)View decision -
Decision Reference DRN-4066027
29 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4066027 The complaint Mr A is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an investment scam. Mr A’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr A in this decision. What happened All the details are well kn... (4 pages)View decision -
Decision Reference DRN-4214416
29 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4214416 The complaint Ms C complains about the way Barclays Bank UK PLC trading as Barclaycard handled a claim she made to it. What happened Ms C purchased a package including a non-surgical weight loss device called a ‘gastric balloon’ and aftercare including ‘nutritional, fitness, be... (8 pages)View decision -
Decision Reference DRN-4219466
29 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4219466 The complaint Mr G and Mrs G complain that Royal Sun Alliance Insurance Limited (RSA) have delayed in dealing with the claim for damage due to an escape of water, haven’t paid the full costs they have incurred and wouldn’t extend the storage period for their furniture. What ha... (5 pages)View decision