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 DRN-3568098
16 Oct 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-3568098 The complaint Mr G has complained about a holiday club membership he bought using his credit card provided by The Co-operative Bank Plc (“The Co-op”). What happened In 2016, Mr G, alongside his wife, bought membership of a holiday club from an overseas supplier, “LLG” (“the Sup... (5 pages)View decision -
Decision Reference DRN-3378809
17 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3378809 The complaint N, a limited company, complains that HSBC UK Bank Plc won’t refund the money it lost when it was the victim of a scam. What happened N is a limited company which deals in the buying and selling of used cars. It received an email from another company, offering a ca... (5 pages)View decision -
Decision Reference DRN-2705080
20 May 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2705080 The complaint Miss P is unhappy with the way Lloyds Bank General Insurance Limited is handling the settlement of a claim for work on her property. What happened In 2014 Miss P’s property suffered fire damage and Lloyds appointed a contractor to complete repairs. A breakdown in ... (5 pages)View decision -
Decision Reference DRN-4791708
13 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4791708 Complaint Mr A is unhappy that HSBC UK Bank Plc didn’t refund him after he told it he’d fallen victim to a scam. Background In 2019, Mr A heard an advertisement for an investment opportunity with a company that I’ll refer to as B. B was promoting a scheme under which investo... (5 pages)View decision -
Decision Reference DRN-5357160
26 Jun 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5357160 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (Aegon) delayed the setting up of his pension annuity with Legal & General (L&G) giving rise to additional income tax liabilities of £332.49 and causing him inconvenience. He wants the tax cost... (4 pages)View decision -
Decision Reference DRN-4404874
4 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4404874 The complaint Mr K has complained that Lloyds Bank PLC won’t refund him for transactions he says he didn’t make or authorise totalling just over £30,000. What happened Mr K has two accounts with Lloyds – a savings account and a current account. Between 30 March 2023 and 28 Apri... (5 pages)View decision -
Decision Reference DRN-4924450
26 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4924450 The complaint Mr S has complained, with the help of a professional representative, about a transfer of his personal pension held with The Prudential Assurance Company Limited (‘Prudential’) to a small self- administered scheme (SSAS) in March 2016. Mr S’ SSAS was subsequentl... (10 pages)View decision -
Decision Reference DRN4362831
31 Oct 2018 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr M complains that Alliance Trust Savings Limited (ATS) delayed the in specie transfer of his self-invested personal pension (SIPP) to another SIPP provider.background On 10 July 2017 Mr M told ATS that he wanted to transfer his SIPP portfolio elsewhere. His SIPP t... (4 pages)View decision -
Decision Reference DRN5899716
14 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc mis-sold him an Additions Active packaged bank account in 2008. He is represented by his mother, Mrs H.backgroundMr H had a free account before the upgrade to the Additions Active account in August 2008. The account was downgra... (4 pages)View decision -
Decision Reference DRN-4728300
24 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4728300 The complaint Mr S has complained that Starling Bank Limited won’t refund him for a transaction he says he didn’t make or authorise totalling just over £900. Mr S is also unhappy with the way Starling managed his data subject access request. What happened Mr S had a curren... (5 pages)View decision