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 388057 results
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Decision Reference DRN-5340803
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5340803 The complaint Mr K complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well-known to the parties and has been previously set out by the investigator. So, I’l... (2 pages)View decision -
Decision Reference DRN-5179008
29 Apr 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5179008 The complaint Mr L complains that Halifax Share Dealing Limited (“HSDL”) mistakenly sent information about his pension account with the firm to another customer. And he also complains that HSDL failed to complete the in-specie transfer of his pension savings to another provi... (3 pages)View decision -
Decision Reference DRN-5441665
29 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5441665 The complaint Mrs B complains that Vanquis Bank Limited irresponsibly lent her a credit card account and increased the credit limit. What happened Vanquis opened a credit card account with a credit limit of £250 for Mrs B in March 2016. It then increased the credit limit as... (3 pages)View decision -
Decision Reference DRN-5512653
29 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5512653 The complaint Mrs M complains that Vanquis Bank Limited have irresponsibly lent to her. Mrs M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M herself. Wha... (5 pages)View decision -
Decision Reference DRN-5374370
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5374370 The complaint Mr O complains that Barclays Bank UK PLC failed to accurately carry out his instructions to set up a third-party authority on his sole accounts only. In error, the authority also included Mr O’s two joint accounts. What happened Mr O went to a branch of Barcla... (3 pages)View decision -
Decision Reference DRN-5463367
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5463367 The complaint Mr and Mrs J complain about HSBC UK Bank Plc debiting their account in error and the subsequent service they received. What happened The circumstances of this complaint are not in dispute, so I won’t repeat all the details here. But in summary, Mr and Mrs J w... (3 pages)View decision -
Decision Reference DRN-5361417
29 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5361417 The complaint Mr S’s representative has complained, on his behalf, about the delays incurred by Phoenix Life Limited in providing requested information, and that this led to a delay in Mr S transferring his pension funds to Prudential. What happened On 18 October 2023, Mr S’... (8 pages)View decision -
Decision Reference DRN-5316427
29 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5316427 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. Mr F says that in 2023 he was looking online for investment opportu... (6 pages)View decision -
Decision Reference DRN-5261116
29 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5261116 The complaint Mr H complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (who I’ll call ‘Alphera’). What happened Mr H took receipt of a used car on 14 March 2024. The c... (4 pages)View decision -
Decision Reference DRN-4909935
29 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4909935 The complaint Miss K complains that American Express Services Europe Limited (Amex) failed to refund her for an unsatisfactory hotel stay through its disputes process. What happened Miss K paid for a hotel stay in September 2023 for £340.68 using her Amex credit card. She s... (3 pages)View decision