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 354447 results
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Decision Reference DRN-4990490
16 Dec 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4990490 The complaint Mr K is unhappy that Wise Payments Limited will not refund £3,754.14 he lost as the result of a scam. Mr K has brought his complaint to this service through a representative. For ease I will refer solely to Mr K in this decision. What happened As both parties... (4 pages)View decision -
Decision Reference DRN-5210078
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5210078 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5098812
16 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5098812 The complaint A company, which I’ll refer to as T, complains that Zurich Insurance PLC (Zurich) unfairly declined its claim for the theft of a vehicle under its Motor Fleet insurance policy. While there are a number of parties involved in this complaint, for ease of reading,... (3 pages)View decision -
Decision Reference DRN-4993452
16 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4993452 The complaint Mr M complains Barclays Bank UK PLC trading as Barclaycard didn’t pay him 25,000 Avios points due for his credit card usage. What happened Mr M applied for a Barclaycard Avios Plus credit card in June 2022. Mr M was given a relatively low credit limit but beg... (3 pages)View decision -
Decision Reference DRN-4949658
16 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4949658 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was introduced to an investment opportunity, provided by a... (5 pages)View decision -
Decision Reference DRN-5170857
16 Dec 2024 EGR WEALTH LIMITED UpheldInvestmentsDRN-5170857 The complaint Mrs O complains she was mis-sold a minibond investment by EGR WEALTH LIMITED (formerly EGR Broking). She says EGR failed to meet its obligations to her when selling the investment. What happened In April 2020, Mrs O made an application to invest £20,000 in a m... (10 pages)View decision -
Decision Reference DRN-5162721
16 Dec 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5162721 The complaint Miss S complains that Prepay Technologies Ltd trading as PrePay Solutions provided her with a travel money card that wasn’t reliable enough to use while she was abroad. What happened Miss S explains that she took the travel money card so that she could easily m... (2 pages)View decision -
Decision Reference DRN-5207520
16 Dec 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-5207520 The complaint Mr S says that Dentons Pension Management Limited (‘Dentons’) should not have accepted the instruction from his financial adviser to transfer personal pensions to a Self-Invested Personal Pension (‘SIPP’). He also says that Dentons failed to carry out sufficien... (36 pages)View decision -
Decision Reference DRN-5199833
16 Dec 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-5199833 The complaint Mr S has complained that Bank of Scotland plc trading as Halifax (“Halifax”) gave him loans he couldn’t afford to repay. What happened Halifax advanced two loans to Mr S and a summary of his borrowing can be found below. loan number loan amount total to repay... (7 pages)View decision -
Decision Reference DRN-5160076
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5160076 The complaint Mr S complains that Santander UK Plc wrongly sent an international payment in sterling. What happened Mr S says he wanted to send a payment equivalent to £10,000 in sterling to his son abroad. And that he wanted this to go in Australian dollars (AUD). Instead, ... (2 pages)View decision
