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 360982 results
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Decision Reference DRN-4990662
30 Dec 2024 Close Brothers Limited Not upheldBanking and PaymentsDRN-4990662 The complaint A company which I’ll call ‘C’ complains that Close Brothers Limited (trading as Close Brothers Property Finance) charged a security release fee when it repaid its loan which it hadn’t been made aware of when taking out the facility. The complaint is brought on... (3 pages)View decision -
Decision Reference DRN-5200122
30 Dec 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5200122 The complaint Mr O complained that Hargreaves Lansdown Asset Management Limited (HLAM) did not communicate clearly with him regarding the delisting of American Depository Shares (ADS) traded on the New York Stock Exchange (NYSE) that he held in his self-invested personal pen... (5 pages)View decision -
Decision Reference DRN-5166531
30 Dec 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5166531 The complaint Mr S is unhappy with the level of service provided by AXA PPP Healthcare Limited (‘AXA’) and the amount of compensation it provided following his complaint. What happened Mr S has a private medical insurance policy, underwritten by AXA. Mr S made a claim which ... (3 pages)View decision -
Decision Reference DRN-5138526
30 Dec 2024 Billing Finance Limited UpheldConsumer CreditDRN-5138526 The complaint Mr H complains about the quality of a car supplied to him by Billing Finance Limited (“BFL”) What happened Mr H acquired a car under a 60 month hire purchase agreement with BFL in September 2022. The car cost around £10,995. Mr H paid a deposit payment of £500.... (7 pages)View decision -
Decision Reference DRN-5151179
30 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5151179 The complaint Mr P complains Zempler Bank Limited trading as Cashplus Bank unfairly closed his account and provided poor customer service. What happened Mr P held a personal account with Cashplus Bank. On 11 October 2023 Mr P’s account was restricted whilst it carried out a... (3 pages)View decision -
Decision Reference DRN-5232695
30 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5232695 The complaint Mr G complains that he was misled by NewDay Ltd (trading as ‘Marbles’) into applying for a credit card based on an advertised promotional rate of 0%. All references to ‘NewDay’ will include the trading name of the credit card provider ‘Marbles’. What happened... (4 pages)View decision -
Decision Reference DRN-5160781
30 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5160781 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they say was lost as a result of a scam. What happened Mr and Mrs W heard about an investment opportunity on the radio. The investment was through a company I’ll refer to as B. B would purchase ... (5 pages)View decision -
Decision Reference DRN-4924402
30 Dec 2024 Interactive Investor Services Limited UpheldInvestmentsDRN-4924402 The complaint Mr W complained about Interactive Investor Services Limited (Interactive). He said Interactive failed to carry out his trading instructions in time and he has incurred investment losses because of this. He would like Interactive to compensate him. What happene... (6 pages)View decision -
Decision Reference DRN-5126206
30 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5126206 The complaint Mr K complains that Advantage Insurance Company Limited renewed his motor insurance policy when he asked for it to be cancelled. He wants a refund of any charges and £300 compensation for his phone calls and trouble and inconvenience. What happened Mr K’s poli... (3 pages)View decision -
Decision Reference DRN-5196124
30 Dec 2024 Lloyds Bank PLC Not upheldInsuranceDRN-5196124 The complaint Miss M has complained that Lloyds Bank PLC mis-sold a policy to her, as part of her packaged bank account. What happened Miss M had a bank account which she upgraded to include travel insurance with personal accident cover. Sadly, Miss M’s partner died and she ... (2 pages)View decision
