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 DRN5503263
18 Mar 2021 Barclays Bank UK PLC Not upheldBanking and creditComplaint Mr W is represented by a court appointed deputy, a solicitor who I’ll refer to as “Mr M”. Mr M complains about the actions of Barclays Bank UK PLC (Barclays) when he applied for statements on behalf of Mr W. Background Mr M was appointed interim deputy for property and affairs by... (9 pages)View decision -
Decision Reference DRN-3783371
2 Nov 2022 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-3783371 The complaint Mr P complains that Interactive Investor Services Limited (IISL) caused a delay in making a tax-free cash payment from his self-invested personal pension (SIPP) from November 2020 to January 2021, and this prevented him from investing the tax-free cash outside his... (7 pages)View decision -
Decision Reference DRN-4443091
7 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443091 The complaint Miss S complains that National Westminster Bank Plc provided her with poor customer service, which resulted in her being without access to her funds for two weeks. What happened Miss S says that she upgraded her mobile phone on 5 February 2023, and because of this... (6 pages)View decision -
Decision Reference DRN-5052082
30 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5052082 The complaint Mrs N complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs N is being represented by solicitors in this complaint. What happened Mrs N says that in February 2022 she received an email about making money by inv... (8 pages)View decision -
Decision Reference DRN-3770390
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3770390 The complaint Mr K complained to Volkswagen Financial Services (UK) Limited (“VWFS”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened VWFS entered into a hire purchase agreement with Mr K in March 2020. The total amount owing under t... (8 pages)View decision -
Decision Reference DRN-4546262
7 Feb 2024 Evelyn Partners Financial Planning Limited UpheldInvestmentsDRN-4546262 The complaint Mr F complained that an offer of £500 compensation from Evelyn Partners Financial Planning Limited (‘EP’) was inadequate to reflect delays it was responsible for during the process of transferring various investments to another financial services business (whom I’... (8 pages)View decision -
Decision Reference DRN5157968
22 May 2021 Lloyds Bank PLC Not upheldBanking and creditThe estate of Mrs D has complained Lloyds Bank plc accepted a lasting power of attorney for managing Mrs D’s accounts which she never signed. This resulted in a number of transactions over three years being made without Mrs D’s authority. The estate is represented by one of Mrs D’s daughte... (8 pages)View decision -
Decision Reference DRN-2475555
20 Jan 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2475555 The complaint Mr B and Mrs B complain that TSB Bank plc stopped paying interest on their account. What happened Mr B told us that he opened three TSB classic plus accounts in around November 2014, one in his sole name, and one in the name of him and a close relative, as well as... (7 pages)View decision -
Decision Reference DRN-3770354
16 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3770354 The complaint Mr P complains about the time taken by Phoenix Life Limited (Phoenix) to transfer his Personal Retirement Plan to a new provider. Mr P says Phoenix delayed matters by making several unnecessary requests for information. What happened On 17 March 2020 Mr P’s new pr... (8 pages)View decision -
Decision Reference DRN-4704550
5 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704550 The complaint Mr W complains National Westminster Bank Plc (“NatWest”): - Made it onerous for him to speak to the team which deals with reasonable adjustments and vulnerable customers when he wanted to make a payment in December 2022 to his overseas supplier - Won’t refund two ... (8 pages)View decision
