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 4037 results
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Decision Reference DRN4838646
30 Mar 2016 Portal Financial Services LLP UpheldInvestment and pensionsMiss A complains about the advice she got from Portal Financial Services LLP to transfer her pension benefits into a Self Invested Personal Pension (SIPP) Plan. She’s been told that her SIPP investments are now illiquid and can’t be used for income drawdown.Miss A got a... (4 pages)View decision -
Decision Reference DRN8537739
7 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditP, a limited company, complains that Lloyds Bank PLC wrongly declined a cheque payable to its supplier. It says this resulted in immediate lost profit of about £4,500 and on-going losses due to the damage to its relationship with its supplier. P is represented by its director, who I’ll ref... (3 pages)View decision -
Decision Reference DRN4122332
15 May 2018 Black Horse Limited UpheldBanking and creditMr D complains about a motorbike he bought on a hire purchase agreement financed by Black Horse Limited.backgroundIn July 2017 Mr D entered a hire purchase agreement with Black Horse for a motorbike worth £7,695. Since then he has taken it to be repaired three time... (4 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision -
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision -
Decision Reference DRN8060369
21 Aug 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr L has complained that Bank of Scotland, trading as ‘Halifax’, won’t refund unauthorised cash withdrawals from his account.BackgroundMr L moved in with his mum to help care for her. He sold his house in January 2018 and deposited £118,379 from the sale proceeds into his Halifax ... (5 pages)View decision -
Decision Reference DRN-2028844
16 Sep 2020 Indigo Michael Limited UpheldConsumer CreditDRN-2028844The complaintMr F has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) gave him unaffordable loans. What happenedMr F approached SNC for a Safety Net facility in March 2017. This was a running creditaccount where a consumer could either request funds u... (4 pages)View decision -
Decision Reference DRN-4702878
11 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4702878 The complaint Mr S is unhappy with Wise Payments Limited’s (Wise) decision to close his account and retain his funds. What happened Mr S opened an account with Wise in 2019. The account remained dormant until 2021, when Mr S began depositing money into his account and attemptin... (3 pages)View decision -
Decision Reference DRN-3380874
14 Apr 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3380874 Complaint Mr G is unhappy that Santander UK Plc (“Santander”) recorded a fraud prevention marker against him. He says he made a one-off innocent mistake and its unfair for the marker to remain in these circumstances. Background In February 2021, Mr G’s Santander account receive... (3 pages)View decision -
Decision Reference DRN7917269
26 Oct 2017 1 FS Limited UpheldInvestment and pensionsMr N’s complaint is about advice given by 1 FS Limited (“1 FS”) with regards to a transfer of his stakeholder pension plan and pension portfolio to a new self-invested personal pension (“SIPP”) wrapper in 2011. The funds in the new SIPP were promptly used to invest ... (8 pages)View decision
