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 363152 results
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Decision Reference DRN-5183027
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5183027 The complaint Mr H is unhappy that HSBC UK Bank Plc decided not to refund him after he’d been the victim of a scam. Mr H is bringing his complaint using a claims management company which I’ll refer to as J. What happened Mr H decided to invest in a company I’ll refer to as ... (5 pages)View decision -
Decision Reference DRN-5382054
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5382054 The complaint Ms L is unhappy that National Westminster Bank Plc (“NatWest”) won’t allow her to add her debit or credit cards to an electronic wallet. What happened Ms L tried to add her NatWest debit and credit cards to a well-known electronic wallet but was unable to do so... (3 pages)View decision -
Decision Reference DRN-5395201
25 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5395201 The complaint Mr T, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr T a 60-month loan for £13,640 on 2 February 2017. The monthly repayments were £271.54 and the total repayable was £1... (3 pages)View decision -
Decision Reference DRN-5403024
25 Mar 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5403024 The complaint Mr T complains that Mortgage Advice Bureau Limited (MAB) misadvised him on the amount he could borrow when moving house. He says this caused him significant financial losses. What happened In May 2024, Mr T spoke with an advisor who was an appointed representat... (3 pages)View decision -
Decision Reference DRN-5425366
25 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5425366 The complaint Mr W has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr W’s QROPS was used to invest in various assets, in... (14 pages)View decision -
Decision Reference DRN-5302376
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5302376 The complaint Mr W, a sole trader, has made several complaints about the actions of National Westminster Bank Plc. Briefly, he is unhappy about the level of financial support that NatWest gave to his business. I will set out his complaints in more detail below. What happene... (5 pages)View decision -
Decision Reference DRN-5066882
25 Mar 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5066882 The complaint Mr T complains about Yorkshire Building Society (“YBS”). He said it delayed a transfer from a cash ISA account Mr T held with it, to a stocks and shares ISA he held with a third party. Mr T said the delay caused him distress and upset and he thinks he incurred... (4 pages)View decision -
Decision Reference DRN-5008711
25 Mar 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5008711 The complaint Mr M has complained about the advice he received from St James’s Place Wealth Management Plc (‘SJPWM’) in June and August 2021. He says he has suffered financially as a result and wants the funds repaid to him with interest. What happened Mr M had been a clien... (13 pages)View decision -
Decision Reference DRN-5289221
25 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5289221 The complaint Mr and Mrs B are unhappy that The Co-operative Bank Plc restricted their account and withheld their funds. What happened Mr and Mrs B opened a joint account with Co-op on 28 February 2024. On 10 April 2024 it restricted the account and contacted Mr and Mrs B t... (3 pages)View decision -
Decision Reference DRN-5070090
25 Mar 2025 Select Contracts Uk Limited Not upheldConsumer CreditDRN-5070090 The complaint Miss J is unhappy that a car supplied to her under a hire agreement, arranged by Select Contracts UK Limited (‘Select’), had a higher vehicle excise duty - otherwise known as car road tax or road fund licence (‘RFL’) - than she was originally quoted. What happ... (3 pages)View decision
