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 367928 results
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Decision Reference DRN-4508187
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4508187 The complaint Ms B, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-4777391
19 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4777391 The complaint Mr M has complained, with the help of a professional third party, about the transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) personal pension to a small self-administered scheme (‘SSAS‘) in June 2014. Mr M’s SSAS was subsequently used to invest in... (14 pages)View decision -
Decision Reference DRN-5152534
19 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5152534 The complaint Miss A and Mr M complain that Lloyds Bank General Insurance Limited failed to put right damage caused by poor repairs carried out following a claim on their buildings insurance policy. Where I refer to Lloyds, this includes its agents and claims handlers acting... (3 pages)View decision -
Decision Reference DRN-5134376
19 Dec 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5134376 The complaint Mr S complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened Mr S was approved for a L2G loan for £1,250 in January 2022. Mr S says this was lent irresponsibly to him, and he never received a credit agreement from them, and they didn’t ... (4 pages)View decision -
Decision Reference DRN-5128013
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128013 The complaint Mr and Mrs S complain that HSBC UK Bank Plc trading as first direct (‘First Direct’) won’t refund the money they say was lost as the result of a scam. What happened In 2017, Mr and Mrs S found an investment opportunity through an advertisement for a company I’... (5 pages)View decision -
Decision Reference DRN-5172855
19 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5172855 The complaint Mr P through his representative complains that HSBC UK Bank Plc ignored his pending application for “Breathing Space” relief which would have allowed him to prove his affordability with a view to making a longer plan to clear his mortgage arrears. What happened... (2 pages)View decision -
Decision Reference DRN-5157839
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5157839 The complaint Mr S is unhappy with how American Express Services Europe Limited (AESEL) handled a quality of goods claim he made to them. What happened Mr S purchased a pair of headphones from an online marketplace I shall call “W” on 17 January 2023 for £472.44 using his AE... (4 pages)View decision -
Decision Reference DRN-4965508
19 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4965508 The complaint Mr K complains that National Westminster Bank Plc hasn’t reimbursed funds he says he lost to a property investment scam. What happened Mr K complains about payments he made from his account from July 2021 to November 2022 which he says were invested in a proper... (3 pages)View decision -
Decision Reference DRN-5223014
19 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223014 The complaint Mr M complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost when he fell victim to a scam. What happened Mr M met an individual I’ll refer to as P on social media. P claimed to be making a lot of money through investing, and to be... (3 pages)View decision -
Decision Reference DRN-5174166
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5174166 The complaint Ms G complains HSBC UK Bank Plc (“HSBC”) withheld access to her salary when it had said she could access it whilst reviewing and restricting her Basic bank account. Ms G says HSBC’s actions have caused her financial loss, significant distress, and inconvenience... (3 pages)View decision
