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 381196 results
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Decision Reference DRN-5371116
1 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5371116 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W met someone online - I’ll refer to t... (3 pages)View decision -
Decision Reference DRN-4650909
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4650909 The complaint Ms R complains that Barclays Bank UK PLC (‘Barclays’) as the receiving bank, could’ve prevented the loss she suffered as the result of a scam. What happened On 22 February 2021, Ms R made two payments to an account held with Barclays, as part of an investment.... (3 pages)View decision -
Decision Reference DRN-5420799
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5420799 The complaint Ms S has complained, via her mother, about how Lloyds Bank PLC (“Lloyds”) handled a request to transfer a Junior ISA to another provider. What happened On 20 August 2024 Ms S’s mother, made requests to Lloyds to transfer two Junior Individual Savings Accounts (... (3 pages)View decision -
Decision Reference DRN-5446476
31 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5446476 The complaint Mr C is complaining about the quality of a vehicle supplied to him by Specialist Motor Finance Limited (SMF). What happened In September 2023, Mr C entered into a hire purchase agreement with SMF to acquire a car. The agreement states the deposit was £1,000 and... (3 pages)View decision -
Decision Reference DRN-4947377
31 Mar 2025 Quilter Investment Platform Limited Not upheldInvestmentsDRN-4947377 The complaint Mrs F complains about the service that she received from Quilter Investment Platform Limited (‘QIPL’) when transferring her investment ISA to a cash ISA at a new provider. Mrs F is unhappy because of the time taken to complete the transfer. In addition, Mrs F i... (5 pages)View decision -
Decision Reference DRN-5446358
31 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5446358 The complaint Mr H has complained about the way AA Underwriting Insurance Company Limited (AAUIC) handled his claim under his Car Insurance policy and the impact this had on him. And about the effect this had on his ability to obtain insurance. He has also complained about t... (5 pages)View decision -
Decision Reference DRN-5421783
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5421783 The complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) continued to send his ex-wife notifications about activity on his account, despite his ex-wife being removed from the account in December 2021. What happened Mr R held a joint account with his now ex-wife. How... (2 pages)View decision -
Decision Reference DRN-5311846
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5311846 The complaint Mr P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) should not have blocked transactions on his debit and credit card while he was abroad. What happened The background to this complaint is well known to both parties, so I will just outline ... (3 pages)View decision -
Decision Reference DRN-4821724
31 Mar 2025 Cofunds Limited Not upheldInvestmentsDRN-4821724 The complaint Mrs M complains that Cofunds Limited trading as Aegon has unreasonably delayed the transfer of her stocks and shares ISA. What happened Since 2013, Mrs M and her husband held investment ISAs with Aegon – on its Nationwide platform. In April 2022, they decided ... (5 pages)View decision -
Decision Reference DRN-4790870
31 Mar 2025 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4790870 The complaint Mrs R’s representative has complained, on her behalf, that following advice from JLT Wealth Management Limited, she transferred her defined benefits from her occupational pension scheme (OPS) to a Personal Pension Policy (PPP). What happened The investigator w... (9 pages)View decision
