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-4025027
24 Mar 2024 Standard Life Savings Limited Not upheldInvestmentsThe complaint Mr and Mrs M have complained about the delays they experienced when trying to transfer their accounts away from Standard Life Savings Limited (‘Standard Life’) to a different provider. Mr and Mrs M are represented by a third party in bringing their complaint but for ease, I w... (4 pages)View decision -
Decision Reference DRN-4609147
23 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4609147 The complaint Mrs H has complained that HSBC UK Bank Plc (“HSBC”), irresponsibly granted her a credit card account which she couldn’t afford to repay. What happened Mrs H told us she took out a credit card with HSBC in June 2000 (card number ending 7603). She later fell into fi... (3 pages)View decision -
Decision Reference DRN-4588481
23 Mar 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4588481 The complaint Mr I complains that Hargreaves Lansdown Asset Management Limited (hereafter, ‘HL’) caused an unreasonable delay in processing a withdrawal from his stocks and shares ISA. What happened Mr I uses HL’s service on an execution only basis. On 17 August 2023, Mr I call... (3 pages)View decision -
Decision Reference DRN-4704067
23 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4704067 The complaint The estate of Mr W complains Santander UK Plc’s actions have allowed funds to be transferred to a third party that shouldn’t have been transferred and have compromised its ability to recover these funds. What happened Mr W had a number of accounts with Santander i... (3 pages)View decision -
Decision Reference DRN-4684813
23 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4684813 The complaint Mrs H complains Revolut Ltd didn’t do enough to protect her when she fell victim of an investment scam. What happened Mrs H has an account with Revolut – which was opened during the scam to which this complaint relates – and accounts elsewhere too. Mrs H says she ... (3 pages)View decision -
Decision Reference DRN-4704001
23 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4704001 The complaint Mr W brings a complaint on behalf of a limited company he is the sole director of, I’ll refer to it as WP. Although the complaint is WP’s, I’ll often refer to Mr W as he is the one representing the complainant. The complaint is that HSBC UK Bank Plc hasn’t refunde... (6 pages)View decision -
Decision Reference DRN-4429939
23 Mar 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4429939 The complaint Mr C is complaining that the car he acquired through MotoNovo Finance Limited (“Motonovo”) was of unsatisfactory quality. What happened Mr C acquired a car through a hire purchase agreement with Motonovo in April 2023. The car was around six years old and had cove... (5 pages)View decision -
Decision Reference DRN-4365377
23 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4365377 The complaint Mr C complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (7 pages)View decision -
Decision Reference DRN-4645674
23 Mar 2024 Just Retirement Limited Not upheldMortgagesDRN-4645674 The complaint Mrs W and Mr W complain that Just Retirement Limited (JR) failed to support them in their legal dispute with a third-party and have declined to provide further borrowing. What happened Mrs W and Mr W have a Lifetime mortgage with JR taken out via a broker (who is ... (3 pages)View decision -
Decision Reference DRN-4582515
23 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4582515 The complaint Mr W complains that Santander UK Plc gave him incorrect information which led to him missing out on a lower interest rate. What happened Mr W holds a mortgage with Santander split across two accounts. In October 2022, he applied for a fixed-interest rate product a... (3 pages)View decision
