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-4530805
11 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4530805 The complaint Mr M complains that MBNA Limited allowed him to make cash withdrawals totalling £1750 on his credit card. What happened Mr M held a credit card with MBNA. He’s unhappy that he was allowed to make cash withdrawals totalling £1750 in February 2023. Mr M complained t... (2 pages)View decision -
Decision Reference DRN-4731693
11 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4731693 The complaint Mr B complains that Santander UK Plc (Santander) won’t refund money he lost in a scam. What happened What Mr B says: Mr B’s son went to play football in Italy on a contract with a local club. In September 2023, Mr B was asked to pay euro2,500 for his son’s boardin... (4 pages)View decision -
Decision Reference DRN-4568559
11 Apr 2024 FB Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4568559 The complaint Mr W complains about the outcome of the review carried out by FB Wealth Management Ltd trading as Forrester Boyd Wealth Management (“Forrester Boyd WM”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my... (8 pages)View decision -
Decision Reference DRN-4709504
11 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4709504 The complaint Ms T complains that Santander UK Plc did not refund a series of payments she lost to a scam. What happened Ms T saw an advert online about cryptocurrency and the returns that can be made on investments related to them. She searched online and found a company I’ll ... (6 pages)View decision -
Decision Reference DRN-4734790
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734790 The complaint Mr H complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (28 pages)View decision -
Decision Reference DRN-4675032
11 Apr 2024 Gain Credit LLC UpheldConsumer CreditDRN-4675032 The complaint Mr O complains that Gain Credit trading as Drafty approved two lines of credit for him without carrying out satisfactory affordability checks. Mr O adds that the increase in the second facility’s credit limit was ‘reckless lending’. Mr O has an additional concern ... (4 pages)View decision -
Decision Reference DRN-4634909
11 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4634909 The complaint Mr L complains that Nationwide Building Society unfairly refused to pay him a switch incentive. What happened In 2023 Mr L switched his current account to a Nationwide account held jointly with his wife. Nationwide paid £200 to Mr L’s wife but would not pay the sa... (3 pages)View decision -
Decision Reference DRN-4729824
11 Apr 2024 TSB Bank plc Not upheldInvestmentsDRN-4729824 The complaint Mr S complains that TSB Bank plc hasn’t provided the rate it should for his fixed rate bond. What happened On 14 November 2022 Mr S attended a branch of TSB along with his wife Mrs S in order for them to each make an application to open a three year fixed rate bon... (6 pages)View decision -
Decision Reference DRN-4691541
11 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4691541 The complaint Mr A complains about charges and interest applied to his account by American Express Services Europe Limited (AESEL). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-4697855
11 Apr 2024 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-4697855 The complaint Mr M complains that he sent money using Remitly U.K., Ltd. that didn’t arrive in the recipient’s account. What happened Mr M says he sent money to a hotel in Kenya for just over £446 in September 2023. He says the hotel has confirmed it didn’t receive the money an... (2 pages)View decision
