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 381082 results
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Decision Reference DRN-5039282
9 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5039282 The complaint Mr S and Miss S are unhappy that Revolut ltd decided not to refund them after they were the victims of a scam. What happened On 13 August 2024 , I issued a provisional decision upholding Mr S’s complaint. That decision forms part of the reasoning of this decis... (14 pages)View decision -
Decision Reference DRN-4714663
9 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4714663 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct (FD) unfairly closed his credit card account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-5066762
9 Oct 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5066762 The complaint Mr D complains about the value of his with profits fund held with The Prudential Assurance Company Limited (“Prudential”). He says he asked for an explanation and breakdown of the figures on his annual statement, but Prudential failed to contact him and was unw... (2 pages)View decision -
Decision Reference DRN-5050104
9 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5050104 The complaint Mr T complains that National Westminster Bank Plc (NatWest) didn’t sufficiently check whether he could afford a loan they agreed to. What happened In January 2020 Mr T entered into a Fixed Term personal loan with NatWest. The loan was for £9,500, after interest... (4 pages)View decision -
Decision Reference DRN-4987886
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4987886 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund him the money he lost as a result of an investment scam. Mr C is represented by a third-party, but for ease of reading, I’ll refer to Mr C only. What happened The circumstances that led to this comp... (3 pages)View decision -
Decision Reference DRN-4844774
9 Oct 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4844774 The complaint Ms J says the financial advice she received from PI Financial Ltd trading as PI Financial Dixon Sutcliffe & co (PI) was not suitable. What happened Ms J said that she was induced to transfer her pension as PI said her pension would grow faster. It didn’t m... (8 pages)View decision -
Decision Reference DRN-4814824
9 Oct 2024 Anomaly Consultants Limited UpheldInvestmentsDRN-4814824 The complaint Mr and Mrs C complain that Anomaly Consultants Ltd (‘AMC’) mishandled their stocks and shares ISA transfer, which caused them a loss after the transfer was cancelled. What happened Mr and Mrs C each hold investment ISAs with Fidelity. They have been receiving fi... (4 pages)View decision -
Decision Reference DRN-5071813
9 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5071813 The complaint Mrs V complains Vanquis Bank Limited allowed fraudsters to take over her credit card account and make disputed transactions. Mrs V complains that this has caused her a lot of distress and inconvenience – she wants her account closed. What happened Mrs V has a c... (3 pages)View decision -
Decision Reference DRN-5050303
9 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5050303 The complaint Mr S is unhappy with the compensation HSBC UK Bank Plc offered him after it provided incorrect information in a letter and then told him it was correct on the phone. What happened Mr S needed certain information about his account balance for his visa applicatio... (2 pages)View decision -
Decision Reference DRN-4848296
9 Oct 2024 Principality Building Society Not upheldBanking and PaymentsDRN-4848296 The complaint Mrs K has complained about how Principality Building Society (“Principality”) handled an ISA transfer request. What happened On 25 October 2023 Mrs K wrote to a new ISA manager to request that £12,000 be transferred from an ISA held with Principality into an IS... (3 pages)View decision
