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-4497580
20 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4497580 The complaint Mr F is unhappy that Santander UK Plc (‘Santander’) provided incorrect information regarding his savings account. What happened On 27 July 2023 Mr F called Santander as he was having trouble making a transfer to his Santander savings account. He’s said another ban... (2 pages)View decision -
Decision Reference DRN-4689054
20 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4689054 The complaint Mr G has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr G transferred his existing personal pension plan (“PPP”) to the SIPP to invest in a property-based investment scheme ... (31 pages)View decision -
Decision Reference DRN-4677444
20 Mar 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4677444 Complaint Mr C has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided. Background Likely Loans provided Mr C with a loan for £1,5... (3 pages)View decision -
Decision Reference DRN-3804520
20 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3804520 The complaint Mr J complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (24 pages)View decision -
Decision Reference DRN-4492572
20 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4492572 The complaint Miss N complains that Revolut Ltd won’t refund money she lost to a scam. What happened Miss N fell victim to a cryptocurrency investment scam. She came across a firm, which I’ll refer to as ‘MT’, via an advert on social media. As part of the scam, Miss N was persu... (3 pages)View decision -
Decision Reference DRN-4536441
20 Mar 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4536441 The complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In January 2023, Miss J was supplied with a used car through a hire purchase agreement with BMF. The ag... (5 pages)View decision -
Decision Reference DRN-4629985
20 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4629985 The complaint Mr C is unhappy that Starling Bank Limited won’t reimburse him after he fell victim to a scam. What happened In June 2023, after falling victim to a phishing text, Mr C got a call claiming to be from Starling. He was told that, due to the phishing text, payments h... (4 pages)View decision -
Decision Reference DRN-4455181
20 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4455181 The complaint Mr C complains about the service he received from National Westminster Bank Plc following the winding-up of a trust. What happened Mr C’s father set up a trust in his will. There were two trustees including Mr C, and they were the sole beneficiaries of the trust. ... (3 pages)View decision -
Decision Reference DRN-4673761
20 Mar 2024 Accord Mortgages Limited UpheldMortgagesDRN-4673761 The complaint Ms D complains about the delays and mismanagement of her applications by Accord Mortgages Limited when she applied to remortgage her properties with that lender. What happened Ms D applied to Accord to remortgage three properties that I shall call SH, LB and WR. M... (4 pages)View decision -
Decision Reference DRN-4685330
20 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4685330 The complaint L complains about delays and poor service by HSBC UK Bank Plc when its accountant requested information to complete a professional audit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr ... (4 pages)View decision
