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 352408 results
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Decision Reference DRN-4677543
12 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4677543 The complaint Mrs B complained that Phoenix Life Limited (trading as Standard Life, and which I’ll refer to as Standard Life in the rest of this decision) took far too long to organise an inward transfer of her Legal & General (L&G) pension plan. Standard Life has paid... (5 pages)View decision -
Decision Reference DRN-4426515
12 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4426515 The complaint Mr B has complained about the way Clydesdale Bank Plc trading as Virgin Money (VM) dealt with a claim for money back in relation to a purchase he’d made on his credit card. What happened The circumstances of the complaint are well known to the parties so I’m not g... (5 pages)View decision -
Decision Reference DRN-4648213
12 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4648213 The complaint Miss A is unhappy her account was blocked after trying to complete an international payment while on an overseas trip, and is unhappy with the service she received from Lloyds Bank PLC (‘Lloyds’) in relation to this. She’s said she feels Lloyds have discriminated ... (6 pages)View decision -
Decision Reference DRN-4533911
12 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4533911 The complaint Miss H complains that a car acquired with finance from Moneybarn No 1 Limited trading as Moneybarn wasn’t of satisfactory quality. What happened On 20 April 2023 Miss H was supplied with a car and entered into a conditional sale agreement with Moneybarn. At the po... (2 pages)View decision -
Decision Reference DRN-4434674
12 Mar 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4434674 The complaint Mr L complains that Kensington Mortgage Company Limited have treated him unfairly in relation to his mortgage account. Specifically, he complains that Kensington pursued legal action to take possession of the house inappropriately, which resulted in charges being ... (5 pages)View decision -
Decision Reference DRN-4288401
12 Mar 2024 GoCardless Ltd Not upheldBanking and PaymentsDRN-4288401 The complaint A company, which I’ll refer to as V complain that it was misinformed by GoCardless Ltd about the process for transferring its GBP direct debit customers from a third party to them. In bringing this complaint, V is represented by its director, who I’ll refer to as... (6 pages)View decision -
Decision Reference DRN-4677450
12 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4677450 The complaint Mr E complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this comp... (4 pages)View decision -
Decision Reference DRN-4431243
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4431243 The complaint Mr C complains Santander UK plc (Santander) unfairly defaulted his bank account following fraudulent activity. What happened Mr C says during 2017 and 2018 his bank account with Santander and two other providers were subjected to fraudulent transactions. Mr C says... (2 pages)View decision -
Decision Reference DRN-4257292
12 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4257292 The complaint Mr C has complained that Revolut Ltd (‘Revolut’) blocked his account for around four days and eventually closed it. He said he was stranded at a station and couldn’t get home while the account was blocked. What happened Mr C was at a train station on his way home ... (3 pages)View decision -
Decision Reference DRN-4456349
12 Mar 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4456349 The complaint A company, which I’ll refer to as E, complains that PrePay Technologies Limited won’t refund a payment it didn’t make. Mr D, who is a director of E, brings the complaint on E’s behalf. PrePay Technologies Limited is the principal for Countingup who E’s account is ... (2 pages)View decision
