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 365360 results
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Decision Reference DRN-5293220
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5293220 The complaint Ms C complains National Westminster Bank Plc trading as Ulster Bank unfairly closed her account without explanation. Ms C says she experienced poor service and severe delays in receiving her funds. What happened Ms C opened a savings account with Ulster Bank o... (5 pages)View decision -
Decision Reference DRN-5247444
30 Jan 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5247444 The complaint Mr N1 and Mr N2 have complained about Sainsbury’s Bank Plc. Sainsbury’s arranged a home insurance policy for Mr N1 and Mr N2. There was a problem with the home emergency cover arranged as part of that policy and they blame Sainsbury’s for upset caused. Mr N1 i... (3 pages)View decision -
Decision Reference DRN-4966328
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966328 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M was cold called by an investment company who turned out to be a scam. He had to pay into the ‘investment’ through a cryptocurrency prov... (7 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-5259024
30 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5259024 Complaint Mr B has complained that MBNA Limited (“MBNA”) failed to carry out sufficient credit checks before granting him an increase to the credit limit on his credit card. Background MBNA initially provided Mr B with a credit card with a limit of £6,900.00 in July 2016 1 ... (5 pages)View decision -
Decision Reference DRN-5291738
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5291738 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into an unaffordable hire purchase agreement with him. Background In October 2021, BMW FS provided Mr W with finance for a used motorbike. The purchase price of the vehicle was £12... (3 pages)View decision -
Decision Reference DRN-4754933
29 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4754933 The complaint Mr S is unhappy that Close Brothers Limited stopped collecting payments on a car supplied to him under a conditional sale agreement, eventually terminating the agreement. What happened On 2 February 2022, Mr S was supplied with a used car through a conditional... (3 pages)View decision -
Decision Reference DRN-4731877
29 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4731877 The complaint Ms K complains that Revolut Ltd won’t reimburse her after she fell victim to an investment scam. Ms K is represented by a family member in bringing her complaint to our service, but for ease of reading, I’ll refer to all submissions as being made by Ms K direct... (4 pages)View decision -
Decision Reference DRN-4858776
28 Jan 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4858776 The complaint Ms M complains that Trading 212 UK Limited’s (‘T212’) share dealing app sold a number of shares that she owned without her intention or consent to do so. Ms M believes that T212’s app isn’t secure as it allows trades to occur too easily and without any authenti... (4 pages)View decision -
Decision Reference DRN-4819162
28 Jan 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-4819162 The complaint Mr A and Miss R complain that Interactive Investor Services Limited (IISL) charged them a late payment fee after monies they transferred into their trading account to pay for a share purchase took several days to be credited. For simplicity, I’ll refer to all s... (3 pages)View decision
