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-4584240
2 Apr 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4584240 The complaint Mr A complains about a claim he made to Tesco Personal Finance PLC trading as Tesco Bank (‘TB’). What happened The parties are familiar with the background to this complaint so I will only summarise the details. It reflects my informal remit. Mr A paid for a holi... (4 pages)View decision -
Decision Reference DRN-4718396
2 Apr 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4718396 The complaint Mr S complains Santander Consumer (UK) Plc (“Santander”) made mistakes when extending his conditional sale agreement as a result of payment holidays he’d taken during the COVID-19 pandemic. What happened I issued a provisional decision on Mr S’s complaint on 14 Ma... (7 pages)View decision -
Decision Reference DRN-4550323
2 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4550323 The complaint Mr P complains that Santander UK Plc put a block on his bank account whilst he was abroad, which it wouldn’t explain or say when the block would be removed. What happened Mr P was abroad for a week when he discovered his bank account was blocked for ‘security rea... (2 pages)View decision -
Decision Reference DRN-4643033
2 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4643033 The complaint Ms H is unhappy that Monzo Bank Ltd rejected her application to open an account without providing an explanation. She is also unhappy with the service she received from Monzo throughout the process. What happened In early August 2023, Ms H applied online to open a... (4 pages)View decision -
Decision Reference DRN-4707989
2 Apr 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4707989 The complaint Mr L complains that Zopa Bank Limited was irresponsible in its lending to him. Mr L is represented by a third party but for ease of reference I have referred to Mr L throughout this decision. What happened Mr L was provided with a £5,000 loan by Zopa in February 2... (2 pages)View decision -
Decision Reference DRN-4660718
2 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4660718 The complaint Ms C complained because Santander UK PLC refused to refund her for three transactions which she said she hadn’t made. What happened On 11 October 2023, Ms C rang Santander. She said she didn’t recognise three bank transfers from her account, which had debited her ... (3 pages)View decision -
Decision Reference DRN-4598080
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4598080 The complaint Mr A and Mrs C have complained about the amount of time and effort it has taken to retrieve personal items that they had stored in Barclays Bank UK PLC (“Barclays”) safety deposit boxes. What happened Prior to the pandemic, Barclays wrote to Mr A and Mrs C to say ... (4 pages)View decision -
Decision Reference DRN-4714405
2 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4714405 The complaint Mrs I complains that Wise Payments Limited did not complete a payment to a family member. She says too that Wise did not do enough to help her when the payment was blocked. What happened In July 2022 Mrs I instructed Wise to make a payment of a little over US$3,00... (2 pages)View decision -
Decision Reference DRN-4412561
2 Apr 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4412561 The complaint Ms W complains that Aviva Life & Pensions UK Limited caused a delay when she switched her pension to them. She went on to explain that the delays resulted in her suffering investment losses. Ms W would now like Aviva to recompense her for those losses covering... (6 pages)View decision -
Decision Reference DRN-4706882
2 Apr 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4706882 The complaint Mrs F complains that Scottish Widows Limited (SWL) breached its terms and conditions when it accepted a gross contribution into her personal pension. She said it then incorrectly added tax relief, which led to her incurring an Annual Allowance (AA) tax charge. She... (6 pages)View decision
