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 362195 results
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Decision Reference DRN-4521560
5 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4521560 The complaint Mrs B is unhappy that Lloyds Bank PLC won’t refund her money that she lost from an alleged fraud. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. In late 2023, Mrs B was looking for a new pro... (3 pages)View decision -
Decision Reference DRN-4597372
5 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4597372 The complaint A company which I’ll call ‘O’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on O’s behalf by their director, Mr J. What happened O held a business bank account with Barclays which was opened i... (3 pages)View decision -
Decision Reference DRN-4496899
5 Feb 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4496899 The complaint Mr A has complained about the way Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) administered a hire purchase agreement. Mr A has been represented but, to keep things simple, I’ll mainly refer to Mr A throughout. What happened ... (5 pages)View decision -
Decision Reference DRN-3991722
5 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3991722 The complaint Miss C complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP but I’ll refer to Carey throughout for ease), shouldn’t have allowed her to invest in its Self-Invested Personal Pension (‘SIPP’) and that it failed to carry out suf... (27 pages)View decision -
Decision Reference DRN-4553046
5 Feb 2024 Link Fund Solutions Limited UpheldPensions and AnnuitiesDRN-4553046 The complaint Mr M complains that Link Fund Solutions Limited (Link) has committed fraud, having taken money from his private pension policy (PPP) to benefit the company. What happened In 1997, Mr M took out a PPP with ‘Gartmore Private Pension Provider’. Over the years, Mr M’s... (6 pages)View decision -
Decision Reference DRN-4374793
5 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4374793 The complaint Mr M complains that Nationwide Building Society won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to so... (7 pages)View decision -
Decision Reference DRN-4554780
5 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4554780 The complaint Mr Y complains that Lloyds Bank Plc, trading as MBNA, won’t refund him for a hotel room booking. What happened In August 2023 Mr Y used his Lloyds Bank Plc (trading as MBNA) credit card (Lloyds for short) to make a booking for just over £255 on a marketplace type ... (2 pages)View decision -
Decision Reference DRN-4594269
5 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4594269 The complaint Mr H complains that TSB Bank plc (“TSB”) provided poor service, discriminated against him and left his account without funds when dealing with a disputed transaction claim. What happened Mr H explained that he’d noticed several payments leaving his account that he... (7 pages)View decision -
Decision Reference DRN-4587885
5 Feb 2024 TICORP Ltd Not upheldInsuranceDRN-4587885 The complaint Mr A, Mrs A and Mrs W have complained about the way TICORP Ltd trading as Staysure (‘Staysure’) dealt with their policy amendment. All reference to Staysure includes any agents acting on its behalf. What happened Mr A, Mrs A and Mrs W were due to travel abroad in ... (2 pages)View decision -
Decision Reference DRN-4565207
5 Feb 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4565207 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Zopa Bank Limited trading as Zopa wasn’t of satisfactory quality. What happened Mr M acquired a used car through a hire purchase agreement with Zopa in January 2023. He paid a £2,500 de... (5 pages)View decision
