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 121478 results
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Decision Reference DRN-3762984
4 Jan 2023 Skrill Limited UpheldBanking and PaymentsDRN-3762984 The complaint Mr J is unhappy that Skrill Limited can’t find a balance that was transferred to one of their accounts. What happened Mr J used Skrill’s service with the intention of sending £585.90 to his family who reside overseas. The money left Mr J’s bank account, but Skrill... (2 pages)View decision -
Decision Reference DRN-3867497
4 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3867497 The complaint Mr S is unhappy that Barclays Bank UK Plc has turned off the ‘rebalancing’ feature on his mortgage current account (MCA). Mr S is also unhappy that the MCA is charged at a different rate of interest from his main mortgage account. To settle the complaint Mr S want... (7 pages)View decision -
Decision Reference DRN-3821339
4 Jan 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3821339 The complaint Mr M complains about the way AXA PPP Healthcare Limited handled a claim he made on a private medical insurance policy. What happened In December 2020, Mr M was added to his employer’s private medical insurance policy. The policy should’ve been set-up on ‘medical h... (3 pages)View decision -
Decision Reference DRN-3851411
4 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3851411 The complaint Mr J complains about a Santander UK Plc (trading as Cahoot) payment error and how their lack of help had a significant impact on his health. What happened I issued my provisional decision on this complaint on 17 November 2022. This is what I said: What happened Mr... (4 pages)View decision -
Decision Reference DRN-3855554
4 Jan 2023 CPN Investment Management LLP UpheldPensions and AnnuitiesDRN-3855554 The complaint Mr D complains that CPN Investment Management LLP requested the withdrawal of cash from his self-invested personal pension (SIPP) despite being aware that the value of the SIPP had fallen. Mr D considers that CPN’s adviser had a duty of care to check whether Mr D ... (7 pages)View decision -
Decision Reference DRN-3879893
4 Jan 2023 Rooftop Mortgages Limited UpheldMortgagesDRN-3879893 The complaint Mr and Mrs S complain that Rooftop Mortgages Limited has wrongly allowed missed payment markers to remain on their credit files, and because of these markers Mr and Mrs S haven’t been able to remortgage. What happened Mr and Mrs S said that when they took out a se... (4 pages)View decision -
Decision Reference DRN-3760006
4 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3760006 The complaint Ms W complains NewDay Ltd trading as Marbles won’t refund her for transactions she didn’t make. What happened Ms W allowed her grandson to buy some in game currency for an online game using her Marbles card on two occasions, each for £7.99. When Ms W received her ... (2 pages)View decision -
Decision Reference DRN-3878298
4 Jan 2023 IG Index Limited UpheldInvestmentsDRN-3878298 The complaint Mr P complains that IG Index Limited sold his shares without his agreement. What happened Mr P is resident in the EU. Following Brexit, IG Index contacted Mr P to tell him it could no longer service his account and that he needed to close any open positions or tra... (3 pages)View decision -
Decision Reference DRN-3880192
4 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3880192 The complaint Miss B complains that an HSBC UK Bank Plc mistake led to her credit card being closed. What happened Miss B was living abroad, and, in March 2021, she contacted HSBC as her debit and credit cards had expired. With regards to Miss B’s debit card, HSBC made a dispat... (3 pages)View decision -
Decision Reference DRN-3880157
4 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3880157 The complaint Miss B complains about an HSBC UK Bank Plc data breach when dispatching her debit card. What happened I issued my provisional decision on this complaint on 6 December 2022. This is what I said: What happened In the past, Miss B had held a joint HSBC account with h... (4 pages)View decision
