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 380824 results
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Decision Reference DRN-4074800
23 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4074800 The complaint Mrs F complains that Novia Financial Plc (“Novia”) failed in its regulatory duty by not completing sufficient due diligence when her existing pensions were transferred to a Self- Invested Personal Pension (SIPP) and invested in a number of unregulated investmen... (34 pages)View decision -
Decision Reference DRN-5013765
23 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5013765 The complaint Mr F complains that NewDay Ltd trading as Pulse sold his debt to a third party whilst he was in a payment plan. What happened Mr F held a Pulse Mastercard (formerly Amazon Classic Mastercard) with NewDay. In November 2021 Mr F contacted NewDay and told them he ... (2 pages)View decision -
Decision Reference DRN-4785736
23 Sep 2024 Lloyds Bank Insurance Services Limited Not upheldInsuranceDRN-4785736 The complaint Mrs D complains that she was mis-sold a home insurance policy by Lloyds Bank Insurance Services Limited (‘LBIS’). What happened Mrs D tried to claim on her buildings insurance policy when her home was damaged during bad weather. The insurer declined the claim ... (2 pages)View decision -
Decision Reference DRN-5038293
23 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5038293 The complaint Mrs R complains about the service that she received from Barclays Bank UK PLC. What happened Mrs R has a Barclays current account. After she reported some fraudulent transactions on her debit card, Barclays refunded the transactions and issued a new card. Mrs R... (4 pages)View decision -
Decision Reference DRN-4807315
23 Sep 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4807315 The complaint Mr D has complained Telefonica UK Limited trading as O2 treated him unfairly in relation to a fixed sum loan agreement he’d taken out. What happened Mr D bought a phone from O2 using an interest free fixed sum loan in 2018. The phone cost around £1,400 and the... (3 pages)View decision -
Decision Reference DRN-4993889
23 Sep 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4993889 The complaint Mr W is unhappy with several aspects of the service he received from Skipton Building Society (“SBS”). Mr W’s complaint is brought to this service by his authorised representative, his son, whom for ease of reference I’ll refer to as ‘Mr B’. What happened On 5 ... (3 pages)View decision -
Decision Reference DRN-4914076
23 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4914076 The complaint Mrs O has complained that National Westminster Bank Plc (NatWest) won’t refund transactions she says she didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, and too many details might harm the anonymity of the decision,... (2 pages)View decision -
Decision Reference DRN-4985613
23 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4985613 The complaint Miss G has complained National Westminster Bank plc added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss G held an account with another bank. In September 2023 she was told this account was being closed as they’d di... (2 pages)View decision -
Decision Reference DRN-5033050
23 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5033050 The complaint Mrs M has complained that Monzo Bank Ltd (“Monzo”) failed to prevent her from an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and t... (3 pages)View decision -
Decision Reference DRN-4829607
23 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4829607 The complaint Mr D has complained Santander UK pl won’t refund £250 that he didn’t get from a cash machine he used in October 2023. What happened One evening in October last year Mr D used a cash machine at a supermarket to withdraw £250 using one of his Santander accounts. ... (2 pages)View decision
