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 369228 results
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Decision Reference DRN-5058807
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5058807 The complaint Mr F and Miss S complain that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund a payment they made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (3 pages)View decision -
Decision Reference DRN-5360261
11 Jun 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5360261 The complaint Mr E complains about how Admiral Financial Services Limited are reporting to the Credit Reference Agencies (CRAs) in relation to a loan account he has with it. What happened Mr E took out a loan with Admiral in May 2018. He borrowed a principal sum of £8,000 a... (3 pages)View decision -
Decision Reference DRN-5595133
11 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5595133 The complaint Miss P complains that American Express Services Europe Limited (‘Amex’) didn’t honour the Avios points she was entitled to when opening a new credit card account with them, despite Amex confirming she’d get the points if she met the qualifying spend on her card... (3 pages)View decision -
Decision Reference DRN-5499610
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5499610 The complaint Ms D complains Bank of Scotland plc, trading as Halifax (Halifax) have not fairly handled a chargeback dispute. What happened Ms D holds a current account with Halifax and using her debit card on 7 December 2020 she paid a retailer £2,300 to purchase a piano. ... (3 pages)View decision -
Decision Reference DRN-5598796
11 Jun 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5598796 The complaint Mrs T’s complained that Co-op Funeral Plans Limited cancelled her pre-paid funeral plan without her knowledge and refunded what she’d paid to her former partner. What happened Mrs T and her former partner each bought a pre-paid funeral plan towards the end of 2... (3 pages)View decision -
Decision Reference DRN-5608028
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608028 The complaint Miss M has complained about Monzo Bank Ltd’s (Monzo’s) handling of her claim. What happened Miss M booked a stay at a hotel I shall call R using her Monzo debit card. This was for the dates of 2 May to 4 May 2024 at a cost of £258.52. However the wedding she w... (5 pages)View decision -
Decision Reference DRN-5591507
11 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5591507 The complaint Mr Z complains about the quality of a car he acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“MFS”) What happened Mr Z acquired a used car in February 2023. He financed the deal through an agr... (3 pages)View decision -
Decision Reference DRN-5610545
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5610545 The complaint Mr B has raised a number of complaints about his dealings with St. James’s Place Wealth Management Plc (‘SJP’). He says it has not treated fairly as a vulnerable consumer and believes he was targeted at a vulnerable time. He says the performance of his investme... (11 pages)View decision -
Decision Reference DRN-5613259
11 Jun 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5613259 The complaint Mr D complains that The Prudential Assurance Company Limited (“Pru”) failed to retain his log in details which meant he was unable to access a secure message it had sent. He also complains that Pru failed to telephone him back as promised when facing these issu... (3 pages)View decision -
Decision Reference DRN-5249691
11 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5249691 The complaint Mr S complains that Wise Payments Limited (“Wise”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as foll... (5 pages)View decision
