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 362195 results
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Decision Reference DRN-4601282
29 Mar 2024 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4601282 The complaint Mr C has complained that Barclays Bank Plc (‘Barclays’) unduly delayed the transfer of his pension to Aviva. Mr C has stated that during these delays changes to investment values meant that financial losses were incurred. What happened The chain of events in this ... (5 pages)View decision -
Decision Reference DRN-4679007
29 Mar 2024 The Co-operative Bank Plc Not upheldInvestmentsDRN-4679007 The complaint Mr C is represented by his wife, Mrs C in bringing this complaint. They say The Co-operative Bank Plc (‘The Co-op’) behaved unfairly in relation to a system failure which meant Mr C was unable to set up a new Guaranteed Income Bond before the investment was withdr... (4 pages)View decision -
Decision Reference DRN-4653181
29 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4653181 The complaint Mr J complains that Lloyds Bank PLC are responsible for a data breach. What happened Mr J had a current account with Lloyds. He complained to Lloyds in September 2023 that a Lloyds’ adviser, who Mr J knew personally, had accessed his account and disclosed his fina... (2 pages)View decision -
Decision Reference DRN-4590847
29 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4590847 The complaint Mr R complained that Nationwide Building Society (“Nationwide”) irresponsibly granted an overdraft in August 2022 that he couldn’t afford to repay. What happened In August 2022, Mr R was granted an overdraft of £2,000 on his current account. Mr R thinks that Natio... (3 pages)View decision -
Decision Reference DRN-4680092
29 Mar 2024 Paragon Bank Plc Not upheldInvestmentsDRN-4680092 The complaint Mr S complains that Paragon Bank Plc has unreasonably delayed the transfer of his ISA. He also feels Paragon has provided a poor level of customer service; Mr S considers the compensation it paid him of £35 is insufficient in the circumstances. What happened Mr S ... (4 pages)View decision -
Decision Reference DRN-4716391
29 Mar 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4716391 The complaint Mrs M has complained about delays in setting up an annuity with her pension proceeds. Mrs M had a pension held with Phoenix and utilised the services of HUB Financial Solutions Limited (‘HUB’) to source a suitable annuity, which was to be provided by Canada Life. ... (4 pages)View decision -
Decision Reference DRN-4563356
29 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4563356 The complaint Mrs I is unhappy that Barclays Bank UK PLC blocked her bank account without warning. What happened Mrs I said a friend transferred funds into her account. Barclays later blocked both their accounts while it conducted security checks on the payment. Mrs I phoned th... (3 pages)View decision -
Decision Reference DRN-4716393
29 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4716393 The complaint Miss M is unhappy that Lloyds Bank PLC declined her direct debit indemnity claim. What happened In 2023 Miss M contacted Lloyds to refund 12 monthly payments which had been taken from her account by a mortgage provider I’ll call H, between 2018 to 2019. Miss M sai... (2 pages)View decision -
Decision Reference DRN-4712859
29 Mar 2024 Progressive Money Limited UpheldConsumer CreditDRN-4712859 The complaint Mrs A complains that Progressive Money Limited (“PML”) irresponsibly agreed a loan for her. Mrs A brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened PML agreed a loan of £10,000 for Mrs A in December 2... (4 pages)View decision -
Decision Reference DRN-4614438
29 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4614438 The complaint Miss M is unhappy that Lloyds Bank PLC declined her direct debit indemnity claim. What happened In 2023 Miss M contacted Lloyds to refund 12 monthly payments which had been taken from her account by a mortgage provider I’ll call H, between 2018 to 2019. Miss M sai... (2 pages)View decision
