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 360264 results
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Decision Reference DRN-4536134
23 Apr 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4536134 The complaint Mr F complains about Co-operative Bank Plc’s (“Co-op”) security processes for making online debit card transactions. In particular Mr F objects to the resetting of a password for two step authentication through an unencrypted verbal means over the phone. What happ... (3 pages)View decision -
Decision Reference DRN-4717432
23 Apr 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4717432 The complaint Mrs S complains that HSBC UK Bank Plc (“HSBC”) provided her with credit she couldn’t afford to repay. What happened HSBC approved a loan of £20,720 for Mrs S in November 2023. Mrs S was to repay the loan in 83 monthly instalments of £398.14 and one of £398.47. Mrs... (2 pages)View decision -
Decision Reference DRN-4747783
23 Apr 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4747783 The complaint Mr V has complained that The Prudential Assurance Company Limited gave him incorrect information regarding the amount of tax-free cash (TFC) to which he was entitled from his Personal Pension Plans (PPPs) held with it. Mr V has said that he made business decisions... (12 pages)View decision -
Decision Reference DRN-4596298
23 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4596298 The complaint X complains on behalf of Mr K that restrictions were added to Mr K’s account with Santander UK Plc (“Santander”) following a third party raising concerns about their account activity. X believes Mr K was coerced into changing his address with Santander and that th... (2 pages)View decision -
Decision Reference DRN-4747950
23 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4747950 The complaint Mr S complains about the delay Barclays Bank UK PLC (Barclays) caused in their processing of a cash ISA transfer to another financial institution (which I’ll call A). As a result, Mr S says he lost credit interest and suffered distress and inconvenience. What happ... (3 pages)View decision -
Decision Reference DRN-4758255
23 Apr 2024 Topaz Finance Limited Not upheldMortgagesDRN-4758255 The complaint This complaint is about a mortgage Mr and Mrs B hold with Topaz Finance Limited trading as Heliodor Mortgages (Heliodor). There are four broad elements to the complaint, which I’ve summarised below in my own words. In essence, Mr and Mrs B say: the mortgage was m... (5 pages)View decision -
Decision Reference DRN-4758011
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4758011 The complaint Mrs H and Mr H complain Santander UK Plc didn’t do enough to protect them when they feel victim to an investment scam. What happened Mrs H and Mr H have a joint account with Santander. Mrs H and Mr H say they were contacted on a well-known messaging service and in... (5 pages)View decision -
Decision Reference DRN-4757857
23 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4757857 The complaint Mr K complains that Revolut Ltd (“Revolut”) hasn’t refunded transactions totalling over €2,500 made from his account that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again he... (4 pages)View decision -
Decision Reference DRN-4570381
23 Apr 2024 Post Office Management Services Limited Not upheldInsuranceDRN-4570381 The complaint Mr G has complained that he was mis-sold a home insurance policy by Post Office Management Services Limited (“POMSL”). What happened Mr G took out home insurance through POMSL, who sold him the policy, due to having building work don... (3 pages)View decision -
Decision Reference DRN-4747924
23 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4747924 The complaint Mr H complains that Vitality Health Limited hasn’t fully settled a claim he made on a group private medical insurance policy. What happened Mr H was insured under a private medical insurance policy by an insurer I’ll call A. However, on 1 June 2022, his cover was ... (5 pages)View decision
