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 118878 results
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Decision Reference DRN-3829662
6 Dec 2022 National Westminster Bank Plc UpheldMortgagesDRN-3829662 The complaint Mr and Mrs B have complained about administrative errors by National Westminster Bank Plc (trading as Ulster Bank but referred to here as NatWest). Because of IT issues, the direct debit (DD) for Mr and Mrs B’s mortgage wasn’t collected for 11 months, resulting in... (2 pages)View decision -
Decision Reference DRN-3843682
6 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3843682 The complaint Mrs R complains that Lloyds Bank PLC will not refund two payments made to a holiday company, which I’ll call “T”. She says that it did not book the holiday as she had requested and did not accept her cancellation of it. What happened In March 2021 Mrs R tried to b... (5 pages)View decision -
Decision Reference DRN-3823283
6 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3823283 The complaint Mr M complains about a declined chargeback claim with Barclays Bank UK PLC “Barclays”). What happened Mr M paid for dental treatment whilst abroad and says the payment was taken twice. Mr M says he went to pay for the treatment on his Barclaycard and it declined, ... (3 pages)View decision -
Decision Reference DRN-3561634
6 Dec 2022 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3561634 The complaint Mr L complains that Sun Life Assurance Company of Canada (U.K.) Limited mis-sold him a whole of life policy. Mr L is being represented by a Claims Management Company. For ease, I will refer to all actions as being those of Mr L. What happened In 1993 Mr L met with... (3 pages)View decision -
Decision Reference DRN-3623780
6 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3623780 The complaint Mr S says the advice given and the arrangements made by Portal Financial Services LLP (Portal), to switch his personal pensions into a Novia Self-invested Personal Pension (SIPP) and the investments recommended was unsuitable. What happened In 2014 Mr S was introd... (9 pages)View decision -
Decision Reference DRN-3351122
6 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3351122 The complaint Mr C complains that HSBC UK Bank Plc didn’t do enough to protect him from losing money to an investment scam. What happened Mr C has explained that in 2019 he made the following debit card payments and bank transfers from his current account held with HSBC (and ot... (4 pages)View decision -
Decision Reference DRN-3832539
6 Dec 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3832539 The complaint S, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus) made mistakes when sending a new credit card. S wants Cashplus to compensate it for its wasted time, poor customer service and loss of cashflow. S is repres... (2 pages)View decision -
Decision Reference DRN-3795592
6 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795592 The complaint A charity, which I will call P (or simply ‘the charity’), complains that HSBC UK Bank Plc wrongly declined a cheque and then accused the charity’s trustees of fraud. The charity is represented in this complaint by one of its trustees, Miss C. What happened Miss C ... (3 pages)View decision -
Decision Reference DRN-3581444
6 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3581444 The complaint A company which I’ll refer to as C, complains that Starling Bank Limited won’t refund the money the company lost after they made a payment to a fraudster. What happened The background to the complaint is well known to both parties and so I won’t repeat it at lengt... (4 pages)View decision -
Decision Reference DRN-3416412
6 Dec 2022 PrisWM Limited UpheldPensions and AnnuitiesDRN-3416412 The complaint Mr S complains about the advice given by an appointed representative of PrisWM Limited to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS is a defined benefit (‘DB’) occupational pension scheme. Mr S says ... (15 pages)View decision
