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 4777 results
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Decision Reference DRN4090278
21 Nov 2013 Barclays Bank Plc UpheldBanking and creditMr H entered into a commercial mortgage with Barclays Bank plc. He complains of delay in setting up the mortgage and of the way it was managed.backgroundMr H bought commercial premises intending to let it to a tenant to run a business from. He had a prospective tenant in place, but the ... (3 pages)View decision -
Decision Reference DRN1849374
16 Dec 2019 Witan Investment Services Limited Not upheldInvestment and pensionsMr and Mrs R say Witan Investment Services Limited (‘Witan’) mishandled the transfer of their shares to the Witan/Witan Pacific share register (‘the share register’).backgroundEvents began with a letter from Witan to Mr and Mrs R dated 14 January 2019. The letter explained that it had revi... (3 pages)View decision -
Decision Reference DRN-4330148
24 Nov 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4330148 The complaint Mr and Mrs R are unhappy that Santander UK Plc won’t refund the money they lost to an investment which they now consider is a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (3 pages)View decision -
Decision Reference DRN3241229
26 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank Plc (“Lloyds”) mis-sold him a Silver packaged bank account in 2012. backgroundOur adjudicators looked at Mr B’s complaint and eventually concluded that Lloyds hadn’t mis-sold the packaged account. Mr B disagreed and asked for an om... (2 pages)View decision -
Decision Reference DRN2715583
28 Apr 2017 Lloyds Bank PLC Not upheldBanking and creditMiss R has complained that Lloyds Bank PLC (“Lloyds”) mis-sold her three packaged bank accounts, a Select account in 2008, a Platinum account in 2012 and a Gold account also in 2012.backgroundOne of our adjudicators looked into the sale of these accounts. He concluded... (2 pages)View decision -
Decision Reference DRN-4600540
28 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4600540 The complaint Mr W complains U K Insurance Limited’s (UKI) poor handling of a claim resulted in a County Court Judgement (CCJ) being recorded against him. What happened In late 2021, Mr W was involved in an accident with a third-party car. They exchanged details and Mr W notif... (2 pages)View decision -
Decision Reference DRN-2145999
7 Oct 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2145999 The complaint Mrs B complains that Barclays Bank UK PLC (“Barclays”) changed the name registered to her bank account without her permission and have caused her distress and inconvenience. What happened Mrs B holds an account with Barclays. She was unfortunately diagnosed with a... (3 pages)View decision -
Decision Reference DRN-4990419
24 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4990419 The complaint Mr S has complained about HSBC UK Bank Plc registering his details on a fraud database. What happened Mr S applied for an account with HSBC. He’s explained that due to a technical glitch, the application accidentally went through multiple times. And he’s explai... (3 pages)View decision -
Decision Reference DRN3913698
30 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaint Mr M has complained that Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) didn’t carry out a discretionary ad hoc review of his Family SunTrust Scheme (FST) as it had promised to do in July 2016. He believes he hasn’t been treated f... (7 pages)View decision -
Decision Reference DRN7870271
10 May 2018 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK Plc didn’t default his credit card account promptly.backgroundMr C told us that he wrote to all the firms he owed money to in December 2011, including Santander. In early 2012 he entered into a debt management plan. He said he had th... (2 pages)View decision