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 361839 results
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Decision Reference DRN-5421670
25 Mar 2025 Bamboo Limited UpheldConsumer CreditDRN-5421670 The complaint Mrs A complains that Bamboo Limited was irresponsible in its lending to her. She wants compensation for this. Mrs A is represented by a third party but for ease of reference I have referred to Mrs A throughout this decision. What happened Mrs A was provided wit... (4 pages)View decision -
Decision Reference DRN-5385530
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5385530 The complaint This complaint has been brought by Mr M, representing the estate of the late Miss P. Because Miss P’s estate is valued at under £5,000, no Grant of Probate or Letters of Administration are required, and I am satisfied Mr M is able to bring the complaint as the ... (2 pages)View decision -
Decision Reference DRN-5423341
25 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5423341 The complaint Mr X complains that Vanquis Bank Limited didn’t agree to place his credit card account on hold, and that it failed to respond to correspondence. What happened Mr X holds a credit card account with Vanquis. In July 2023, he wrote to Vanquis to inform it that he’... (3 pages)View decision -
Decision Reference DRN-5424674
25 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5424674 The complaint Miss W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (8 pages)View decision -
Decision Reference DRN-5422575
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5422575 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund any money he lost in an investment scam. What happened What Mr C says: Early in 2022, Mr C decided to start investing to provide a secondary income and to support his family. He says he did a lot of ... (8 pages)View decision -
Decision Reference DRN-5325422
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5325422 The complaint Mrs H complains U K Insurance Limited unfairly declined her landlord insurance claim. UKI’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being UKI’s own. What happened In June 2023 Mrs H c... (3 pages)View decision -
Decision Reference DRN-5422643
25 Mar 2025 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5422643 The complaint Mr J has complained about a transfer of his Liverpool Victoria Financial Services Limited (LV) personal pension to the Incartus Investment Pension Scheme 2 (‘the scheme’) – an occupational pension scheme (OPS) – in January 2016. The scheme has been suspected of... (11 pages)View decision -
Decision Reference DRN-5038607
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5038607 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse money he lost to a scam. What happened The background to this complaint has been set out in some detail by our investigator. I won’t repeat it all here. Briefly I u... (5 pages)View decision -
Decision Reference DRN-5223448
25 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5223448 The complaint Mr B complains that Hargreaves Lansdown Asset Management Limited (“HL”) has unfairly removed a limit option facility on his shares. What happened Mr B had a stocks and shares ISA and SIPP income drawdown account with HL. Mr H held shares in a company, which I s... (2 pages)View decision -
Decision Reference DRN-5329590
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329590 The complaint Mrs N complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2022, Mrs N received a text message from someone who said they were from a recruitment company and had a potential job for her. And... (3 pages)View decision
