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 369227 results
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Decision Reference DRN-5264462
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5264462 The complaint Mrs R has complained Barclays Bank UK PLC did nothing to sort out issues she had using their telephony service. What happened In March 2024 Mrs R used Barclays’ telephony service to transfer £800 from her savings account to her Barclays’ current account. The se... (2 pages)View decision -
Decision Reference DRN-4967275
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4967275 The complaint Ms N has complained HSBC UK Bank plc won’t refund her for debit card transactions she made under duress. What happened In May 2024 Ms N contacted HSBC. She’d been the victim of a social media scam. This had encouraged her to buy gift cards at a local supermarke... (2 pages)View decision -
Decision Reference DRN-5287803
21 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5287803 The complaint Mr and Mrs H complain that Nationwide Building Society’s online portal didn’t show their buy to let mortgage had been repaid. They say this caused emotional upset and ask for £500 compensation. What happened Mr and Mrs H had a buy to let mortgage with Nationwid... (2 pages)View decision -
Decision Reference DRN-5252614
21 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5252614 The complaint Mrs H complains that Lloyds Bank PLC failed to pay out on a claim she made to it about the failure of a supplier to provide a fit for purpose heat pump system, which she paid for in part with credit it provided. What happened In July 2022 Mrs H bought a heat pu... (3 pages)View decision -
Decision Reference DRN-5172805
21 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5172805 The complaint The estate of Mr M complains about the setting up and administration of his annuity plan by Aviva Life & Pensions UK Limited (Aviva). It complains that Mr M had initially chosen an annuity with a dependant’s benefit, but Aviva allowed Mr M to change his ann... (8 pages)View decision -
Decision Reference DRN-5347466
21 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-5347466 The complaint Mr A complains about the quality of a van supplied to him under a hire purchase agreement through Black Horse Limited (“Black Horse”). What happened I sent Mr A and Black Horse my provisional findings on this complaint on 6 February 2025. A copy of that decisio... (5 pages)View decision -
Decision Reference DRN-5025416
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5025416 The complaint Mr R complains Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Mr R learned of an investment opportuni... (5 pages)View decision -
Decision Reference DRN-5010779
21 Feb 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5010779 The complaint Mr M complains that UTMOST LIFE AND PENSIONS LIMITED transferred a lower amount than was appropriate to his new pension provider. What happened Mr M’s complaint was considered by one of our investigators. She sent both parties her assessment of the complaint on... (2 pages)View decision -
Decision Reference DRN-5170152
21 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5170152 The complaint Miss L complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) after the maturity of a Junior Individual Savings Account (JISA). Miss L is represented by a third party but for ease of reading, I will generally refer to Miss L. What happ... (3 pages)View decision -
Decision Reference DRN-5294333
21 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5294333 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. What happened Mr M was approved for a Fluid credit card, in May 2021 with a £1,500 credit limit. The credit limit was increased to £2,850 in February 2023. Mr M says that Fluid irre... (3 pages)View decision
