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-4941837
28 Jan 2025 Santander UK Plc Not upheldInvestmentsDRN-4941837 The complaint Miss C complained about Santander UK Plc. She said Santander provided incorrect information about a stocks and shares Individual Savings Account (ISA) she held with it. She said it didn’t inform her, that her money wasn’t invested. She said this cost her in tha... (4 pages)View decision -
Decision Reference DRN-5154919
28 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5154919 The complaint Mr R complains Equifax Limited reduced his credit score without an explanation. What happened Mr R says he queried a transaction he made on his credit card with his lender. After doing this, Mr R checked his credit file, on a website who I’ll refer to as C. C ... (2 pages)View decision -
Decision Reference DRN-4985258
28 Jan 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-4985258 The complaint Mr D complains that Interactive Brokers (U.K.) Limited (‘IB’) caused him loss when it didn’t correctly handle his requests to close futures positions on his contract for differences (‘CFD’) trading account. He also complains of errors and messages being deleted... (3 pages)View decision -
Decision Reference DRN-5222301
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5222301 The complaint Ms M complains that Bank of Scotland plc trading as Halifax declined her chargeback for goods that she returned but didn’t receive a refund for. What happened In December 2023, Ms M used her Halifax debit card to pay a £7,445.43 deposit for items of jewellery f... (2 pages)View decision -
Decision Reference DRN-5236077
28 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5236077 The complaint Mrs W complains that Santander UK Plc (“Santander”) applied an Early Repayment Charge (“ERC”) when she redeemed her buy to let (“BTL”) mortgage. What happened In October 2019 Mrs W got a 27-year buy to let mortgage with Santander. The mortgage offer shows the i... (3 pages)View decision -
Decision Reference DRN-5182215
28 Jan 2025 Connor Broadley Ltd Not upheldPensions and AnnuitiesDRN-5182215 The complaint Mr C complains that some advice he received from Connor Broadley Ltd (“CBL”) in November 2016 regarding the transfer of some pension savings was inappropriate. What happened Mr C held pension savings in a group personal pension plan with another provider. But h... (3 pages)View decision -
Decision Reference DRN-5238314
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5238314 The complaint Mr A complains about the service he received from HSBC UK Bank Plc (“HSBC”) when he tried to downgrade his credit card account. What happened Mr A holds a credit card account with HSBC which is subject to an annual fee. The fee is applied to his account on the... (3 pages)View decision -
Decision Reference DRN-4835958
28 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4835958 The complaint Mr B is unhappy Starling Bank Limited (“Starling”), won’t reimburse him for money he lost when he loaned money to a friend who then didn’t pay him back. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at le... (3 pages)View decision -
Decision Reference DRN-5108878
28 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5108878 The complaint Mr T has complained that the offer made to him by his motor insurer, UK Insurance Limited (‘UKI’ ), for the market value of his car was too low. UKI is the underwriter of this policy i.e., the insurer. During the claim Mr T also dealt with other businesses who... (4 pages)View decision -
Decision Reference DRN-5018117
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5018117 The complaint Mr B complains Nationwide Building Society didn’t do enough to help get a refund for two purchases made on his debit card. What happened Mr B placed two food orders, one in March 2024 and the other in April 2024, paying with his Nationwide debit card. Mr B say... (3 pages)View decision
