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 369227 results
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Decision Reference DRN-4485871
10 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4485871 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr S saw an advert on social media offering the chance to make money with loan refunds. He messaged the person who posted the advert ... (2 pages)View decision -
Decision Reference DRN-4790232
10 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4790232 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr S saw an advert on social media offering the chance to make money with loan refunds. He messaged the person who posted ... (3 pages)View decision -
Decision Reference DRN-4697952
10 May 2024 Ageas Insurance Limited UpheldInsuranceDRN-4697952 The complaint Mrs W complains Ageas Insurance Limited (Ageas) unfairly handled her claim on her motor insurance policy. What happened Mrs W’s car was hit by a third-party motorcycle. The police attended the incident and the third-party admitted liability. Mrs W’s dashcam had re... (2 pages)View decision -
Decision Reference DRN-4382181
10 May 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4382181 The complaint Miss G has complained that she is unhappy with the quality of a car she acquired in December 2022, using a conditional sale agreement with Close Brothers Limited (“Close Brothers”). What happened Miss G acquired a used Toyota in December 2022, using a conditional ... (3 pages)View decision -
Decision Reference DRN-4676292
10 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4676292 The complaint Ms G complained that National Westminster Bank Plc (“NatWest”) irresponsibly granted her a personal loan in June 2020 that she couldn’t afford to repay. What happened Ms G took out the loan in June 2020. The amount was £5,000, and the monthly payment was £111.85 o... (4 pages)View decision -
Decision Reference DRN-4790149
9 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4790149 The complaint Miss P complains about Bank of Scotland plc, trading as Halifax, delaying her replacement debit card. Also, not providing her with sufficient cash during the period of delay, which caused her distress and inconvenience. What happened Miss P explains that she has s... (3 pages)View decision -
Decision Reference DRN-4787474
9 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4787474 The complaint Mr S complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (45 pages)View decision -
Decision Reference DRN-4629915
9 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4629915 The complaint Mr K has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2020, Mr K received £10,000 of fraudulent funds, and began withdrawing it in cash. Lloyds received a fraud report and blocked the accou... (2 pages)View decision -
Decision Reference DRN-4331698
9 May 2024 XPS SIPP Services Limited Not upheldPensions and AnnuitiesDRN-4331698 The complaint Mr J and Mr W (‘the complainants’) are represented. XPS SIPP Services Limited (‘XPS’) is the provider and administrator of their jointly held Self-Invested Personal Pension (‘SIPP’). Their SIPP has a commercial property investment and their complaint relates to ou... (5 pages)View decision -
Decision Reference DRN-4549561
9 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4549561 The complaint Mr C complains about how Bank of Scotland plc trading as Halifax handled a claim he made to it. What happened The parties are familiar with the background of this complaint – so I will simply summarise it here. It reflects my informal remit. Mr C is represented in... (3 pages)View decision
