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 363925 results
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Decision Reference DRN-5383976
13 Mar 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5383976 The complaint Mr C is unhappy that he wasn’t eligible for a cashback promotion offered by Halifax Share Dealing Limited (“Halifax”). What happened Mr C held a stocks & shares ISA with Halifax. In early 2024, Halifax launched a promotion offering £100 cashback bonus for ... (3 pages)View decision -
Decision Reference DRN-5346712
12 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5346712 The complaint Mrs P complains that Clydesdale Bank plc trading as Virgin Money haven’t assisted her to access her account following the loss of her credit card and phone. She’s also unhappy that the card hasn’t been blocked. What happened Mrs P holds a credit card with Virgi... (3 pages)View decision -
Decision Reference DRN-5346701
12 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5346701 The complaint Mr D complains that his credit card held with MBNA Limited was declined when he attempted to purchase a new iPhone. What happened Mr D holds a credit card with MBNA. On 13 September 2024 Mr D attempted to purchase a new iPhone online but payment was declined. M... (3 pages)View decision -
Decision Reference DRN-5053319
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5053319 The complaint Miss C complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she fell victim to a scam and would like Santander to refund her the money she has lost as a result. What happened Miss C came across an investment through s... (3 pages)View decision -
Decision Reference DRN-5304385
12 Mar 2025 MPA Financial Management Limited Not upheldPensions and AnnuitiesDRN-5304385 The complaint Mr B had an advisory account with MPA Financial Management Limited (‘MPA’) for his abrdn pension, from 2019 and until November 2023. He mainly says MPA did as follows – Failed to meet his request(s) for full and accurate disclosure of all information and doc... (9 pages)View decision -
Decision Reference DRN-5219808
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5219808 The complaint Mrs P complains that Santander UK Plc unfairly closed her account. What happened Mrs P had a current account with Santander. Mrs P said that she used her account to receive her salary, pay her mortgage and bills. In late 2023, Santander decided to carry out ... (3 pages)View decision -
Decision Reference DRN-4937518
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937518 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to the parties and has been previously set out by the investigator. So,... (10 pages)View decision -
Decision Reference DRN-5332378
12 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5332378 The complaint Mr and Ms S have complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) continued to advertise a fixed term cash ISA as offering an interest rate of 4.61% per year, even after the 12-month fixed term had started. Mr and Ms S say that Virgi... (3 pages)View decision -
Decision Reference DRN-5356688
12 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5356688 The complaint Mr R is unhappy because he asked Barclays Bank UK PLC (Barclays) to provide documents relating to his buy to let (BTL) mortgage but these were not sent. What happened Mr R says that he requested documents from Barclays in correspondence sent in October 2023 an... (3 pages)View decision -
Decision Reference DRN-5393283
12 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5393283 The complaint Mr and Mrs A complain about Aviva Insurance Limited (‘Aviva’) declining a claim they made on their home insurance policy. What happened In April 2024 an outbuilding at Mr and Mrs A’s home collapsed, so they contacted Aviva to make a claim. Aviva investigated ... (4 pages)View decision
