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 370149 results
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Decision Reference DRN-5085330
30 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5085330 The complaint Miss B complained because Metro Bank PLC refused to refund her for transactions which she said she hadn’t authorised, and then closed her account. What happened On 17 May 2024, Miss B contacted Metro. She said there had been transactions on her account which s... (4 pages)View decision -
Decision Reference DRN-5218805
30 Dec 2024 INTERESTME FINANCIAL PLANNING LIMITED UpheldPensions and AnnuitiesDRN-5218805 The complaint Mr M complains about the suitability of the advice he was given in May 2016 to switch the value of his two existing personal pension plans (“PPPs”) to a self-invested personal pension (“SIPP”). The advice was given by Wise Pension Group Limited which is now cal... (11 pages)View decision -
Decision Reference DRN-5121706
30 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5121706 The complaint Mrs S complains that HSBC UK Bank Plc – trading as First Direct Bank (“First Direct”) won’t refund the money she lost when she fell victim to an investment scam. Mrs S’s complaint has been brought by a professional representative but I’ll only refer to Mrs S in... (5 pages)View decision -
Decision Reference DRN-5231005
30 Dec 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5231005 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5028737
30 Dec 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5028737 The complaint Mr F through his representative complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for him in 2018 when he could not afford it and then approved a series of credit limit increases irresponsibly. What happened Mr F took a PayPal ... (4 pages)View decision -
Decision Reference DRN-5111188
30 Dec 2024 Vitality Life Limited UpheldInsuranceDRN-5111188 The complaint Miss P is unhappy with the way Vitality Life Limited reviewed her claim and delayed benefit payments under her policy. What happened Miss P has an income protection policy underwritten by Vitality. She has been receiving benefits under the policy since she made... (3 pages)View decision -
Decision Reference DRN-5150900
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5150900 The complaint Mrs G complains about the way in which U K Insurance Limited (UKIL) dealt with a claim on her motor insurance. References to UKIL include other organisations and individuals acting on its behalf. What happened Mrs G had motor insurance underwritten by UKIL. Her... (3 pages)View decision -
Decision Reference DRN-5192468
30 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5192468 The complaint Mrs C has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. Bu... (4 pages)View decision -
Decision Reference DRN-5207678
30 Dec 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5207678 The complaint Mr P complains that Zopa Bank Limited was irresponsible in its lending to him. He wants all interest and fees charged on the lending refunded along with interest and any adverse information removed from his credit file. Mr P is represented by a third party but ... (3 pages)View decision -
Decision Reference DRN-5019967
30 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5019967 The complaint Mr J complained because Starling Bank Limited refused to refund him for transactions which he said he didn’t authorise while on holiday abroad. What happened On the morning of 28 January 2024, Mr J contacted Starling by chat. He was abroad on holiday, and said... (4 pages)View decision
