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 381082 results
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Decision Reference DRN-5331927
14 Feb 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5331927 The complaint Miss O is a sole trader, trading as B. She complains that ClearBank Limited won’t refund a payment she didn’t make. ClearBank partners with Tide to provide accounts for its customers. For ease, I’ve generally referred to ClearBank in my decision – except when q... (4 pages)View decision -
Decision Reference DRN-5326890
14 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5326890 The complaint Mr W has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in June 2015. Mr W’s SSAS was subsequently used to invest in The Resort Group (“TRG”), an investment in hotel property in Cape Verde, ... (14 pages)View decision -
Decision Reference DRN-5318413
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5318413 The complaint Mr S complains that Metro Bank PLC (“Metro”) won’t refund the money he lost when he fell victim to a scam. What happened Mr S invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. His understanding of the investment was that it would... (7 pages)View decision -
Decision Reference DRN-5024831
14 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5024831 The complaint Mr C complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In March 2023 Mr C bought a cou... (4 pages)View decision -
Decision Reference DRN-5267890
14 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5267890 The complaint Miss A complains that Barclays didn’t calculate interest on her offset mortgage correctly. Miss A asks that Barclays apologises, evidences the interest she should have paid, refunds overpaid interest and pays interest on her savings account. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5111923
14 Feb 2025 Northern Trust Global Services SE Not upheldInvestmentsDRN-5111923 The complaint Mr M complains that Northern Trust Global Services SE failed to meet its responsibilities as depositary of the Woodford Equity Income Fund (WEIF). What happened Mr M invested just over £148,480 in the WEIF in January 2017 via his SIPP and sold £10,000 later on.... (9 pages)View decision -
Decision Reference DRN-5246174
14 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5246174 The complaint Mr J complains that Santander UK Plc (“Santander”) have failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving... (2 pages)View decision -
Decision Reference DRN-5226149
14 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5226149 Complaint Mr A has complained about the quality of a car that Oodle Financial Services Limited (“Oodle”) supplied to him through a hire-purchase agreement. Background In February 2024, Oodle provided Mr A with finance for a used car. The car was just under seven years old a... (8 pages)View decision -
Decision Reference DRN-4917369
14 Feb 2025 Wakam Not upheldInsuranceDRN-4917369 The complaint Mr D complains about Wakam for its decision to avoid his insurance policy back to the start and to decline his claim for flood damage. He wants Wakam to reinstate his policy and settle his claim. What happened Mr D insured his home with buildings insurance unde... (2 pages)View decision -
Decision Reference DRN-5118539
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5118539 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The backgrou... (3 pages)View decision
