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 368546 results
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Decision Reference DRN-5413410
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5413410 The complaint Mr P complains that Santander UK Plc (‘Santander’) won’t refund the money he lost to a job scam. He’s being represented in this complaint. To keep things simple, I’ll refer to Mr P throughout this decision. What happened The background to this complaint is kn... (2 pages)View decision -
Decision Reference DRN-5584352
24 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5584352 The complaint Mr K complains HSBC UK Bank Plc gave him an overdraft facility, despite not asking for one. He’s also unhappy he was sent a letter regarding the overdraft. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (2 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN-5188504
24 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5188504 The complaint Mr and Mrs K are unhappy with the level of compensation offered by Bank of Scotland trading as Halifax (Halifax) following around £435 worth of disputed transactions being debited from their account. What happened The background facts are well known to both p... (3 pages)View decision -
Decision Reference DRN-5644779
24 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5644779 The complaint Mr B complains Tesco Personal Finance Limited trading as Tesco Bank (Tesco) irresponsibly provided him with a credit account because it didn’t complete reasonable and proportionate checks to ensure he could afford the repayments. What happened Mr B applied for... (4 pages)View decision -
Decision Reference DRN-5122830
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5122830 The complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail h... (3 pages)View decision -
Decision Reference DRN-5358225
24 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5358225 The complaint Mr A complains that Phoenix Life Limited (Phoenix) provided a poor service and failed to properly administer his annuity. What happened Mr A holds an annuity which was paid in line with its normal schedule quarterly in advance from 2004 to the end of 2017. He l... (5 pages)View decision -
Decision Reference DRN-5626821
24 Jun 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5626821 The complaint Mr B and Ms M complain that The Royal London Mutual Insurance Society Limited haven’t accepted a claim they made on a life insurance policy. What happened Mr B and Ms M hold a life insurance policy with Royal London. Mr B was diagnosed with an aggressive form o... (3 pages)View decision -
Decision Reference DRN-5616253
24 Jun 2025 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-5616253 The complaint Ms B complains that Vanguard Asset Management Ltd (“Vanguard”) caused unnecessary delays in transferring her stocks and shares ISA. What happened On 11 October 2024, Ms B requested a transfer of her stocks and shares ISA to Vanguard which was in-species with a ... (4 pages)View decision -
Decision Reference DRN-5500808
24 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5500808 The complaint Mr H complains Madison CF UK Limited trading as 118 118 Money provided him with an unaffordable loan. Mr H’s complaint has been brought to our service by a professional representative, however for ease I’ve referred to all submissions as though they are his ow... (4 pages)View decision
