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 393318 results
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Decision Reference DRN-5407663
2 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407663 The complaint Miss G complains that Monzo Bank Ltd unfairly restricted access to her account and took to long to remove the restriction. What happened On 20 December 2024, Miss G wanted to make a payment from her Monzo current account. She moved funds from her savings with M... (3 pages)View decision -
Decision Reference DRN-5105316
2 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5105316 The complaint Miss B complains about the quality of a car supplied to her by STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened Miss B acquired a used car under a 60 month hire purchase agreement with Startline in October 2023. The car cost £13,648 and Miss B paid ... (5 pages)View decision -
Decision Reference DRN-5053155
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5053155 The complaint Mrs W complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the total amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs W... (3 pages)View decision -
Decision Reference DRN-5351972
2 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5351972 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) deducted tax from his pension drawdown plan using an incorrect personal allowance. He says HMRC has provided a solution to the problem, but Aviva hasn’t acted upon it, causing him to have to use h... (8 pages)View decision -
Decision Reference DRN-4746063
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4746063 The complaint Mr P has complained Barclays Bank UK PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr P fell victim to an inv... (4 pages)View decision -
Decision Reference DRN-5397660
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5397660 The complaint B, a company, complains that HSBC UK Bank Plc failed to stop a payment being made in error to a third party, then failed to make reasonable efforts to recover the money. B is represented in this complaint by its director, Mr P. What happened On an early evening... (5 pages)View decision -
Decision Reference DRN-5243517
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243517 The complaint Mr H complains that an international transfer he made through Santander UK Plc (Santander) wasn’t received by the recipient bank. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr H... (2 pages)View decision -
Decision Reference DRN-5509012
2 May 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5509012 The complaint Ms B complains about the service she received from AXA PPP Healthcare Limited when she made a claim on her private medical insurance policy. What happened Ms B has a private medical insurance policy. She successfully claimed on the policy for investigations an... (3 pages)View decision -
Decision Reference DRN-5523020
2 May 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5523020 The complaint Mr S has complained about what happened when he requested a drawdown from his Aviva Equity Release UK Limited lifetime mortgage. What happened Mr S took out this lifetime mortgage in June 2023. He borrowed around £41,000 and an additional cash reserve of £24,00... (5 pages)View decision -
Decision Reference DRN-4781341
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4781341 The complaint Miss P complains that HSBC UK Bank Plc (First Direct) is refusing to refund her the amount she lost as the result of a scam. Miss P is being represented by a third party. To keep things simple, I will refer to Miss P throughout my decision. What happened The ba... (3 pages)View decision