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 120469 results
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Decision Reference DRN-3339429
14 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3339429 The complaint Mr C complains about the advice Portal Financial Services LLP (Portal) gave in relation to his defined-benefit (‘DB’) occupational pension scheme, which was transferred to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and bel... (12 pages)View decision -
Decision Reference DRN-3596558
14 Jul 2022 Lloyds Bank PLC UpheldMortgagesDRN-3596558 The complaint Mr and Mrs G complain that Lloyds Bank PLC made errors and misled them when they redeemed their mortgage. What happened Mr and Mrs G contacted Lloyds in November 2021. Their interest rate product was due to expire at the end of November 2021. They wanted to redeem... (2 pages)View decision -
Decision Reference DRN-3544211
14 Jul 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3544211 The complaint Mr M is unhappy Bank of Ireland (UK) Plc have not refunded him after he fell victim to a scam. What happened I’m not going to cover all the points raised in detail. The view of 15 June 2022 covered the detailed timeline of the transactions and the details of Mr M... (3 pages)View decision -
Decision Reference DRN-3546442
14 Jul 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3546442 The complaint Mr S complains about the way that MotoNovo Finance Limited has dealt with a hire purchase agreement under which a car was supplied to him. What happened I issued a provisional decision on this complaint in May 2022 in which I described what had happened as follows... (6 pages)View decision -
Decision Reference DRN-3462962
14 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3462962 The complaint Ms W complains TSB Bank plc didn’t offer her an alternative way of authenticating that didn’t involve phones when it implemented strong customer authentication. What happened Ms W had several accounts with TSB, including two current accounts (one to receive her pa... (5 pages)View decision -
Decision Reference DRN-3437409
14 Jul 2022 First Complete Ltd UpheldMortgagesDRN-3437409 The complaint Mr G and Mr M have complained that, because of delay and poor service provided by First Complete Ltd in relation to their mortgage application, they were unable to complete their purchase before the end of the Stamp Duty holiday on 30 June 2021. They are asking Fi... (3 pages)View decision -
Decision Reference DRN-3580663
14 Jul 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3580663 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (8 pages)View decision -
Decision Reference DRN-3584692
14 Jul 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3584692 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) made two payments from his share dealing account to a bank account which wasn’t his. He also complains about the poor service he received when he brought this to HSDL’s attention and when he complained. Wh... (3 pages)View decision -
Decision Reference DRN-3590732
14 Jul 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3590732 The complaint Mr W complains about how FirstRand Bank Limited trading as MotoNovo Finance (“MotoNovo”) has treated him in relation to a finance agreement he has with it. What happened I set out what happened in this complaint in the provisional decision that I issued earlier th... (5 pages)View decision -
Decision Reference DRN-3572239
14 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3572239 The complaint Ms W complains that Santander UK Plc hasn’t reimbursed the money she says she’s lost to a scam. What’s happened? Ms W says she found a builder to carry out renovation work on her property through a popular trade directory. Between 5 and 20 November 2021, she trans... (4 pages)View decision
