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 4196 results
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Decision Reference DRN-3339209
16 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3339209 The complaint Miss A is unhappy Bank of Scotland plc trading as Halifax hasn’t reimbursed her all the funds she says she sent as the result of a scam. What happened Miss A connected with person ‘L’ on an online dating site. A short while after they started speaking, L asked Mis... (4 pages)View decision -
Decision Reference DRN-3934684
31 Jan 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3934684 The complaint Mr J complains that the value of his pension savings transferred to another provider by Standard Life Assurance Limited was lower than it should have been. He says that the time taken to complete the disinvestment process meant that Standard Life actually received... (3 pages)View decision -
Decision Reference DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN-4999688
18 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4999688 The complaint Mr F complains that Vanquis Bank Limited (“Vanquis”) failed to properly administer a new account opening, allowing a fraudster to use his details which negatively affected his credit standing. What happened In late 2023, Mr F became aware that a new credit acco... (3 pages)View decision -
Decision Reference DRN-2789550
18 Jun 2021 Skyfire Insurance Company Limited Not upheldInsuranceDRN-2789550 The complaint Miss G complains about how Skyfire Insurance Company Limited dealt with her claim, when her parked car was hit by an unidentified vehicle. And that the incident was recorded as a fault claim against her policy. What happened Miss G had comprehensive motor insuranc... (3 pages)View decision -
Decision Reference DRN-3557763
21 Apr 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3557763 The complaint Mr M and Mrs M are unhappy with the service provided by Financial Administration Services Limited (Fidelity) following the transfer of their stocks and shares Individual Savings Account (ISA). What happened Mr M and Mrs M held an ISA with company L. Mrs M had prov... (3 pages)View decision -
Decision Reference DRN4675217
21 Aug 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that The Royal Bank of Scotland Plc did not explain to him that agreeing a long term repayment plan would result in his account being defaulted, causing an adverse credit rating. He wants the adverse credit marker applied to be removed.background Mr T was in financial d... (1 page)View decision -
Decision Reference DRN0603388
29 Aug 2013 MBNA Limited Not upheldBanking and creditMr D complains that MNBA Limited sold the debt on his credit card and did not comply with the Lending Code. backgroundMr D began to suffer financial difficulties when his wife’s mental health problems deteriorated and she was unable to work as many days a week as had been expected. He c... (2 pages)View decision -
Decision Reference DRN2654666
18 Oct 2016 Santander UK Plc UpheldBanking and creditMr and Mrs T complaint that Santander UK Plc wrongly re-registered a default on their credit files.background Santander has agreed it made a mistake when it re-registered a default on Mr and Mrs T’s credit files in 2010. The default had originally been registered in A... (2 pages)View decision -
Decision Reference DRN-3781592
29 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3781592 The complaint Mr C complains that Revolut Ltd won’t refund disputed transactions carried out on Mr C’s account. What happened Mr C had an account with Revolut. On 17 February 2022 two smart watches were registered on his account to be used as payment devices. On 17 February 202... (4 pages)View decision
