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-4639099
29 Feb 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4639099 The complaint Mr C complains that Connaught Financial Consultancy (Connaught) recommended he switch his existing personal pensions to a new pension arrangement with the same provider. He says it wasn’t properly explained to him that it was an adviser based product and a self in... (18 pages)View decision -
Decision Reference DRN-4545389
29 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4545389 The complaint Mr and Mrs H complain that Lloyds Bank PLC won’t refund all the money they lost when they were the victims of a scam. What happened In late 2022, Mr and Mrs H were looking to buy a motorhome. They’d looked on a number of listings websites, as well as at local deal... (4 pages)View decision -
Decision Reference DRN-4652583
29 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4652583 The complaint F, a limited company, complains that Starling Bank Limited won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In early 2022, F was looking to get some renovation work done at a property it owns. It found a trader on an... (5 pages)View decision -
Decision Reference DRN-4651447
29 Feb 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4651447 The complaint Mr P has complained about the way Lloyds Bank General Insurance Limited handled a claim he made on his home insurance policy for subsidence. Reference to Lloyds includes its agents and representatives. What happened As the circumstances of this complaint aren’t in... (3 pages)View decision -
Decision Reference DRN-4463559
29 Feb 2024 PSG SIPP Limited Not upheldPensions and AnnuitiesDRN-4463559 The complaint Mr P complains that PSG SIPP Limited (PSG) increased the fees applicable to his pension and took them without first telling him. He says they also removed the facility to self-trade on his account. What happened Mr P held a SIPP with a company called Heritage. In ... (4 pages)View decision -
Decision Reference DRN-4520946
29 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4520946 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) reinstated direct debits (DD) on multiple occasions despite cancelling via its online form. What happened Mr S wished to cancel DD’s relating to his credit card. On 23 August Mr S ins... (2 pages)View decision -
Decision Reference DRN-4476998
29 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4476998 The complaint Miss M is unhappy that her standing order (SO) with The Co-operative Bank Plc (“Co-op”) was cancelled or stopped. Miss M believed she had set the SO up to be ongoing and is unhappy that Co-op failed to notify her that it had ended. What happened Miss M was making... (3 pages)View decision -
Decision Reference DRN-4221120
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4221120 The complaint Miss O complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund over £30,000 she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss O f... (2 pages)View decision -
Decision Reference DRN-4652499
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4652499 The complaint Mrs F complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment she says she didn’t make or otherwise authorise. What happened Mrs F says that on 19 December 2022 she saw a mobile notification to say that she had an email regarding a payment request from a... (3 pages)View decision -
Decision Reference DRN-4340208
29 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4340208 The complaint Miss W’s complaint is about a mortgage she has with Bank of Scotland plc (BoS). Miss W’s original mortgage was with another lender that is part of the same financial group as BoS. A re-mortgage was arranged to assist Miss W due to financial difficulties and Miss ... (4 pages)View decision
