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 4269 results
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Decision Reference DRN0174567
24 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMs O and Mr O complain about how Bank of Scotland plc (BoS) have handled their joint mortgage account. They divorced some years ago and want Mr O to be removed from the mortgage account. In addition, Ms O is concerned that the balance of the account is too high and that she’s been overchar... (4 pages)View decision -
Decision Reference DRN-3877965
6 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3877965 The complaint A company that I’ll refer to as N complains that Great Lakes Insurance SE turned down a claim on its commercial vehicle fleet insurance policy. Miss W, a director of N, has complained on N’s behalf. What happened N took out a motor fleet policy with Great Lakes. D... (4 pages)View decision -
Decision Reference DRN-3753454
7 Feb 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3753454 The complaint Mr and Mrs B complain that Santander UK Plc (‘Santander’) won’t refund money they paid to a trader. What happened Mr and Mrs B say that they received a visit from a company I’ll call ‘T’ in this decision. They thought T was connected to a regional water company be... (4 pages)View decision -
Decision Reference DRN6786355
18 Feb 2014 Lloyds Bank PLC Not upheldBanking and creditMs N and Mr R complain that Lloyds Bank plc delayed in processing their loan application, and that as a result their business ultimately failed.background Ms N and Mr R owned a rural property, and decided to enter the holiday lettings business. They drew up a business plan and approached... (4 pages)View decision -
Decision Reference DRN3290705
23 Jun 2020 FirstRand Bank Limited Not upheldBanking and creditMr A complains that the vehicle he acquired through a hire purchase agreement financed by FirstRand Bank Limited trading as MotoNovo Finance was misrepresented. He wants compensation for the loss in value.backgroundMr A is represented in this complaint by a family member but for ease of re... (4 pages)View decision -
Decision Reference DRN4875683
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMiss H complains that Santander UK plc mishandled her attempts to repay her credit card debt, which affected her credit file. She also complains about the interest rates and charges applied on her account.backgroundMiss H had a credit card account with Santander, whi... (4 pages)View decision -
Decision Reference DRN5891522
4 Jun 2020 James Hay Administration Company Ltd Not upheldInvestment and pensionsMr W’s complaint is about the time taken to transfer his self-invested personal (SIPP) from his existing provider to a new SIPP with James Hay Administration Company Limited and the delay in accessing his pension benefits, in particular his pension commencement lump sum (PCLS). backgroundI... (8 pages)View decision -
Decision Reference DRN-4974967
4 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4974967 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (‘SSAS’) in July 2014. His personal pension was held with Phoenix Life Limited trading as Standard Life (‘Phoenix’).... (8 pages)View decision -
Decision Reference DRN-5112339
20 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5112339 The complaint Mrs S and Mr S complain about Hargreaves Lansdown Asset Management Limited (HL). They said they were not given relevant information by HL before a corporate action event took place about a company that they both held shares in. they said this meant they were un... (7 pages)View decision -
Decision Reference DRN-4699958
21 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699958 The complaint Mr R is seeking to recover approximately £36,000 from HSBC UK Bank Plc (‘HSBC’) which he lost from his account as a result of a scam. What happened I issued a provisional decision in December 2023 to explain why I thought Mr R’s complaint should be upheld in part.... (7 pages)View decision
