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 364862 results
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Decision Reference DRN-4665166
1 May 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4665166 The complaint Mr S and Mrs S complain about Aviva Life & Pensions UK Limited’s administration in relation to the surrender of Mrs S’s Flexible Bond. They say that delays and failings on Aviva’s part have caused a financial loss, as the value of the investment had reduced by... (6 pages)View decision -
Decision Reference DRN-4776800
1 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4776800 The complaint Mr A complains about how HSBC UK Bank Plc, trading as John Lewis Financial Services Limited (“JLFS”), dealt with his claim under section 75 of the Consumer Credit Act 1974 for a refund of his lifetime membership of an online investors’ service. What happened In De... (2 pages)View decision -
Decision Reference DRN-4735933
1 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4735933 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) set up a repayment plan on her account without her agreement, which has adversely impacted her credit file. What happened Miss N opened an account with Monzo on 12 June 2020. On 5 September 2023 Miss N contacted Monzo... (3 pages)View decision -
Decision Reference DRN-4557032
1 May 2024 Santander UK Plc Not upheldMortgagesDRN-4557032 The complaint Mr B and Miss D complain that Santander UK Plc treated them unfairly regarding their mortgage after they separated. Mr B has dealt with the complaint. Mr B says Santander forced them to sell the property as it didn’t agree to transfer the mortgage into his sole na... (3 pages)View decision -
Decision Reference DRN-4730848
1 May 2024 Quilter Financial Services Ltd Not upheldInsuranceDRN-4730848 The complaint Mr I has complained that Quilter Financial Services Ltd mis-sold him a mortgage payment protection insurance (PPI) policy that provided cover for unemployment. Mr I has been represented by his wife in making this complaint. However, for ease, I will mostly just be... (3 pages)View decision -
Decision Reference DRN-4752294
1 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4752294 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr F says: Mr F was looking to make more money to meet household bills and to prepare for retirement. He saw an advert on Facebook which was apparentl... (5 pages)View decision -
Decision Reference DRN-4720232
1 May 2024 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4720232 The complaint X complains that ReAssure Life Limited (ReAssure) hasn’t provided the administration service for their pension policy that was provided by their previous administrators. X also complains about the charges levied. What happened X started a unit-linked personal pens... (8 pages)View decision -
Decision Reference DRN-4771012
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4771012 The complaint Mr M complains that Barclays Bank UK PLC unfairly blocked an attempted payment. What happened Mr M says he tried to transfer money in early January 2024, but the payment was blocked. He says he spoke to Barclays after passing its security and the payment was autho... (2 pages)View decision -
Decision Reference DRN-4776624
1 May 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4776624 The complaint This complaint comes from a limited company I’ll refer to as “T”. Mr T, as director, is representing T. The complaint is about ClearBank Limited (trading as Tide) not refunding the money T lost in a scam. What happened In 2023, T received a call from a scammer pre... (3 pages)View decision -
Decision Reference DRN-4544710
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4544710 The complaint Ms A is unhappy that Bank of Scotland plc, trading as Halifax, stopped several card transactions that she wanted to make. What happened Ms A raised a complaint with Halifax when several transactions she tried to make from well- known high street stores were blocke... (4 pages)View decision
