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 360264 results
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Decision Reference DRN-4601263
17 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4601263 The complaint Mr K complains Barclays Bank UK PLC (Barclays) won’t refund the money he lost to a scam. What happened In mid-2020, Mr K made a payment of £20,000 from his Barclays account to a recipient I’ll refer to as “D”. They were a jewellery company, and the payment was mea... (3 pages)View decision -
Decision Reference DRN-4718406
17 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4718406 The complaint Mr F, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr F applied, and was accepted, for two credit cards from Vanquis. He received a number of limit increases on card 1. A summary of the lending is set out below. card... (3 pages)View decision -
Decision Reference DRN-4727169
17 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4727169 The complaint Mr complains with Mrs M’s consent that he and Mrs M were unreasonably subjected to money laundering checks by Santander UK Plc (“Santander”). In particular, Mr M is unhappy about Santander’s procedures regarding this, the retention of their personal information an... (4 pages)View decision -
Decision Reference DRN-4656922
17 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4656922 The complaint Miss P and Mr T complain about Aviva Insurance Limited’s handling of a claim they made under their home insurance policy after a car crashed into their house. What happened The background to this complaint is well known to both parties, so I’ll give only a brief s... (3 pages)View decision -
Decision Reference DRN-4418110
17 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4418110 The complaint Mr H complains that Birmingham Midshires unfairly declined his application for a mortgage on his buy-to-let (BTL) property. What happened Mr H had a BTL mortgage with another provider. In September 2022 he approached Birmingham Midshires to apply to re-mortgage hi... (3 pages)View decision -
Decision Reference DRN-4704851
17 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4704851 The complaint Miss G complains that Nationwide Building Society left her accounts and online banking blocked for longer than it should have done. What happened The detailed background to this complaint is well known to both parties and so I’ll only provide an overview of some o... (2 pages)View decision -
Decision Reference DRN-4180600
17 Apr 2024 Lowes Financial Management Limited Not upheldInvestmentsDRN-4180600 The complaint Mr G has complained that Lowes Financial Management Limited failed to assist him in making investments he was seeking to take out, losing him the opportunity to obtain tax relief on those investments in the tax year 2022/23. What happened In November 2022 Mr G arr... (4 pages)View decision -
Decision Reference DRN-4408154
17 Apr 2024 Intelligent Money Ltd Not upheldPensions and AnnuitiesDRN-4408154 The complaint Mr B complains about failings by Intelligent Money Ltd (IM) including delay in moving money in his Self-Invested Personal Pension (SIPP). What happened Mr B says that as a result of IM failing to follow his instructions to move his money, he had lost around £8,400... (5 pages)View decision -
Decision Reference DRN-4746330
17 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4746330 The complaint Mr C complains about Lloyds Bank PLC failing to close a defaulted account and making incorrect reports to Credit Reference Agencies (CRA’s). Also, their service and delay in putting things right. What happened I issued a provisional decision on 14 April 2024, and ... (3 pages)View decision -
Decision Reference DRN-4565206
17 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4565206 The complaint Mrs M complains HSBC UK Bank Plc blocked her account. What happened Mrs M’s husband sadly passed away. Mrs M then realised she couldn’t access her account, and her daughter raised this with HSBC. HSBC allowed Mrs M access her account again and spoke to Mrs M about... (2 pages)View decision
