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 381196 results
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Decision Reference DRN-5033416
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5033416 The complaint Mr P complains that Monzo Bank Ltd 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 here. But in sum... (3 pages)View decision -
Decision Reference DRN-4995008
1 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4995008 The complaint Mr J complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr J has an account with HSBC. He has an account with another business who I’ll refer to as “R” throughout the rest of this decision. Mr J s... (2 pages)View decision -
Decision Reference DRN-4592575
1 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4592575 The complaint Mr T complains that a car he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) wasn’t of satisfactory quality. What happened In March 2023, Mr T acquired a used car under a five-year conditional sale agreement with Close... (4 pages)View decision -
Decision Reference DRN-4419915
1 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4419915 The complaint Mrs U complains that Santander UK Plc hasn’t refunded money she paid to a builder for home improvement work which wasn’t completed. Mrs U also complains that Santander UK Plc has only refunded half of the money she paid to an architect. Mrs U has referred othe... (5 pages)View decision -
Decision Reference DRN-4597076
1 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4597076 The complaint Miss P complains that a car she acquired using a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) wasn’t of satisfactory quality. What happened In July 2022, Miss P entered into a conditional sale... (4 pages)View decision -
Decision Reference DRN-5038208
1 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5038208 The complaint Mr B complains that his PIN numbers stopped working at Santander UK Plc and that it didn’t send his usual monthly account statement. What happened Mr B says his PIN numbers worked on 12 February 2024, but that the following day they did not work for either of ... (2 pages)View decision -
Decision Reference DRN-5120788
1 Nov 2024 Knight Frank Finance LLP UpheldMortgagesDRN-5120788 The complaint Mr and Mrs V complain about poor service and misinformation when they took mortgage advice from Knight Frank Finance LLP. Mr V has dealt with the complaint. He says the £250 offered by Knight Frank isn’t adequate for their financial loss and stress. What happen... (5 pages)View decision -
Decision Reference DRN-5054987
1 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5054987 The complaint Ms J complains Barclays Bank UK PLC (Barclays) failed to get her money back for services she bought with her debit card, but did not receive. What happened In early September 2023, Ms J used her debit card to pay an online agency £166 to secure travel visas f... (3 pages)View decision -
Decision Reference DRN-5005593
1 Nov 2024 Oakleafe Group Limited UpheldInsuranceDRN-5005593 The complaint Mr and Mrs A have complained about Oakleafe Group Limited which they instructed to act as loss assessors in respect of their water leak claim made to their property insurer. What happened There was a leak at Mr and Mrs A’s home in December 2022 and they appoin... (3 pages)View decision -
Decision Reference DRN-5120833
1 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5120833 The complaint Mr V complains that his pension transfer value that Phoenix Life Limited (‘Phoenix’) initially confirmed to him substantially diminished within a very short space of time. Mr V says that within the space of 20 days, his transfer value decreased by £25,000. He’d... (4 pages)View decision
