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-5038599
19 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5038599 Complaint Mr P is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In May 2023, Mr P signed up to a dating website. I understand the website is generally regarded as trustworthy and Mr P believed that users on the si... (3 pages)View decision -
Decision Reference DRN-5136866
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5136866 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr H found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr H says the presentation by ... (5 pages)View decision -
Decision Reference DRN-5043849
19 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5043849 The complaint Mrs M, represented by her adviser, complains that The Prudential Assurance Company Limited didn’t provide the required warnings that she would exceed her lifetime allowance (LTA) when withdrawing money from her pension arrangements held with it. What happened T... (8 pages)View decision -
Decision Reference DRN-5219963
19 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5219963 Complaint Mr W is unhappy with the way Santander UK Plc (Santander) has dealt with problems he has had using his account. Background Mr W has experienced a series of issues with his account at Santander. I’m not considering all of those issues as part of this complaint. Inst... (3 pages)View decision -
Decision Reference DRN-5222421
19 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5222421 The complaint Mrs A is unhappy Bank of Scotland plc trading as Halifax blocked her online banking and later invoked the Banking Protocol, after they had concerns about a transfer she was trying to make. What happened Mrs A was attempting to transfer money from her Halifax a... (5 pages)View decision -
Decision Reference DRN-5223460
19 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5223460 The complaint Ms W complains that Bank of Scotland plc trading as Halifax: Has overcharged her interest on her mortgage since 2009 when it incorrectly refused to allow her to take out a new rate without her ex-partner’s permission. Failed to honor a refund it promised i... (7 pages)View decision -
Decision Reference DRN-5218303
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5218303 The complaint Mrs W complains Nationwide Building Society (“Nationwide”) closed her accounts because of the country she lives in being prescribed by it as high-risk. Mrs W is also unhappy with Nationwide’s actions in retrieving her closing balance. Mrs W is represented by h... (4 pages)View decision -
Decision Reference DRN-4898846
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4898846 The complaint Mr H complains about the difficulties involved when trying to open a Flex Regular Saver savings account and the information given by Nationwide Building Society What happened Mr H says around 15 September 2023 he tried to open a savings account with Nationwide.... (3 pages)View decision -
Decision Reference DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 pages)View decision -
Decision Reference DRN-5116154
19 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5116154 The complaint Mr R has complained that Advantage Insurance Company Limited failed to offer a car insurance policy for a car he had previously insured with it. Mr R believes Advantage has discriminated against him and his wife for their race, her sex and their age. What happe... (2 pages)View decision
