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-4704971
25 Mar 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4704971 The complaint Mr N complains that Accord Mortgages Limited trading as Accord Mortgages incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application that he says was made in his name fraudulently. Mr N wants Accord to remove ... (4 pages)View decision -
Decision Reference DRN-4667853
25 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4667853 The complaint Mr C complains that Lloyds Bank PLC didn’t provide him with the service it should have when he raised complaints following issues making deposits into his account. What happened Mr C made a deposit in a Lloyds deposit machine but due to an issue he didn’t know if ... (3 pages)View decision -
Decision Reference DRN-4475142
25 Mar 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4475142 The complaint Mr B has complained that because of the actions of St. James’s Place Wealth Management Plc (SJP) he was unable to transfer from his defined benefit (DB) pension scheme in 2020 and has suffered a financial loss as a result of the decrease in the cash equivalent tra... (5 pages)View decision -
Decision Reference DRN-4658671
25 Mar 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4658671 The complaint Mr W is unhappy that Zopa Bank Limited couldn’t locate a balance transfer made into his account and with the service he received surrounding this. What happened To briefly summarise: Mr W arranged a balance transfer into his Zopa account which would have cleared t... (3 pages)View decision -
Decision Reference DRN-4704924
25 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4704924 The complaint Mr N complains that HSBC UK Bank Plc incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application that he says was submitted fraudulently in his name. Mr N wants HSBC to remove or alter the marker recorded agai... (3 pages)View decision -
Decision Reference DRN-4643032
25 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4643032 The complaint Mr C complains about how U K Insurance Limited (UKI) handled a claim made on his motor insurance policy. He wants his policy excess refunded. What happened Mr C was involved in an accident with another driver, and he made a claim on his policy. UKI initially accep... (3 pages)View decision -
Decision Reference DRN-4614900
25 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4614900 The complaint Mr A complains that Santander UK Plc called the police during a visit to one of its branches. What happened In June 2023, Mr A went to a Santander branch as he wanted to get more information about a payment and his account being closed. He went to the branch, but ... (2 pages)View decision -
Decision Reference DRN-4451378
25 Mar 2024 Fluent Money Limited UpheldMortgagesDRN-4451378 The complaint Mr and Mrs B complain that Fluent Money Limited failed to arrange them a mortgage. What happened Mr and Mrs B took advice from Fluent Money about consolidating their unsecured debts. They were initially interested in a second charge loan, but Fluent Money advised ... (3 pages)View decision -
Decision Reference DRN-4419416
25 Mar 2024 Santander UK Plc Not upheldInvestmentsDRN-4419416 The complaint Mr J complains that Santander UK Plc failed to follow his instructions to transfer the money held in his ISA to another ISA provider, following the maturity of a structured product. Instead, the money was removed from the ISA wrapper and so lost its tax efficient ... (5 pages)View decision -
Decision Reference DRN-4653127
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4653127 The complaint Mr L has complained about the service Barclays Bank UK PLC provided when he tried to transfer funds from one of his accounts. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on ... (2 pages)View decision
