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-4152703
25 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4152703 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund him for transactions which he says he didn’t make or authorise. What happened On 22 September 2021, two transactions of £2,965 and £499 were debited from Mr B’s current account. Mr B contacted Monzo straightaway to ... (4 pages)View decision -
Decision Reference DRN-4089506
25 May 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4089506 The complaint Mr C complains about the advice given by Tuto Money Limited (‘Tuto’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. He says the advice was unsuitable for him and believes this has caused a fi... (8 pages)View decision -
Decision Reference DRN-4153587
25 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4153587 The complaint Miss T complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. ... (3 pages)View decision -
Decision Reference DRN-4024159
25 May 2023 AWP P&C SA UpheldInsuranceDRN-4024159 The complaint Mr F’s complained about the way AWP P&C SA (“AWP”) have settled the claim he made when he had a bicycle accident. What happened In early 2022 Mr F was involved in an accident while riding his bike. His bike suffered significant damage. The bike was insured w... (3 pages)View decision -
Decision Reference DRN-4053360
25 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4053360 The complaint Mr A complains Barclays Bank UK Plc unfairly closed his accounts, prevented him from accessing his educational stipend, discriminated against him, and unfairly recorded a CIFAs marker against him. What happened Mr A held a current account and a savings account wit... (6 pages)View decision -
Decision Reference DRN-3953846
25 May 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3953846 The complaint Mr D 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 late 2012, Mr D says he was approached... (43 pages)View decision -
Decision Reference DRN-4104292
25 May 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4104292 The complaint Mr W complains that Nationwide Building Society has not provided an adequate explanation of what went wrong when it made an error in recording transactions he made on his ISA portfolio. What happened The details of this complaint are well known to both parties, so... (2 pages)View decision -
Decision Reference DRN-4049179
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4049179 The complaint Mrs D complains that Lloyds Bank PLC irresponsibly allowed her to open two credit card accounts which were unaffordable. What happened Mrs D opened two credit card accounts in 2018 and 2019 which she says were unaffordable. She says she was only able to repay the ... (2 pages)View decision -
Decision Reference DRN-4153672
25 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4153672 The complaint Miss K complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In October 2021, Miss K received a message from a man through a dating website she had signed up to. They swapped numbers and started talking by... (3 pages)View decision -
Decision Reference DRN-4039745
25 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4039745 The complaint Mr H complains that Starling Bank Limited won’t refund the money he lost after he fell victim to a bank impersonation scam. Mr H is represented by solicitors. To make my decision easier to read, I refer to Mr H. I do this even where it was his representatives rath... (6 pages)View decision