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 362716 results
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Decision Reference DRN-4645997
19 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4645997 The complaint Company (‘F’) complains that National Westminster Bank Plc (NatWest) is holding it responsible for transactions which it says it didn’t authorise. ‘F’ is also unhappy that NatWest allowed the transactions to be processed without intervention. Mr C is representing ... (4 pages)View decision -
Decision Reference DRN-4568784
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4568784 The complaint Mr D complains that Santander UK Plc is holding him liable for transactions on his account which he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr D has explai... (3 pages)View decision -
Decision Reference DRN-4693596
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4693596 The complaint Mr D complains that Santander UK Plc is holding him liable for a credit card account which he says he neither applied for nor knew about; and that it’s holding him liable for transactions on the credit card which he didn’t authorise. What happened The background t... (3 pages)View decision -
Decision Reference DRN-4528234
19 Mar 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4528234 The complaint Mr C complains that Bank of Scotland plc trading as Halifax was unable to make an on-line payment from his bank account to a loan account within the same group. What happened Mr C attempted to make payments to his loan account on-line. Unfortunately, the payments ... (2 pages)View decision -
Decision Reference DRN-4479947
19 Mar 2024 Nationwide Building Society Not upheldInvestmentsDRN-4479947 The complaint Mrs and Mr M have complained that Nationwide Building Society delayed crediting their bank transfer to their 1 Year Bond, which has resulted in them suffering a financial loss. What happened On Friday 25 November 2022 Mrs and Mr M transferred £4.2 million from the... (4 pages)View decision -
Decision Reference DRN-4361949
19 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4361949 The complaint Ms N complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021 a friend of Ms N referred her... (3 pages)View decision -
Decision Reference DRN-4587832
19 Mar 2024 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-4587832 The complaint Mr M has complained that CST Wealth Management Limited (CST) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Self Invested Personal Pension (SIPP). What happene... (13 pages)View decision -
Decision Reference DRN-4692131
19 Mar 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4692131 The complaint Mr W complains that Astrenska Insurance Limited (“Astrenska”) have charged him for the use of specialist equipment when recovering his car under his roadside assistance policy. What happened Mr W says the battery of his car was flat so, as the parking brake releas... (4 pages)View decision -
Decision Reference DRN-4073349
19 Mar 2024 Affinity Financial Awareness Limited Not upheldInvestmentsDRN-4073349 The complaint Mr and Mrs S complain that Affinity Financial Awareness Limited (“Affinity”) didn’t provide them with agreed three yearly reviews of their investments. They also say they received poor service when they complained. Although Affinity refunded its on-going fees, Mr ... (4 pages)View decision -
Decision Reference DRN-4454001
19 Mar 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4454001 The complaint Mrs B is unhappy with the quality of the truck she acquired under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). When I refer to what Mrs B and Oodle have said, it should also be taken to include things said o... (5 pages)View decision
