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 128312 results
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Decision Reference DRN-4136988
29 Jun 2023 StoneX Financial Ltd UpheldInvestmentsDRN-4136988 The complaint Mr G’s complaint relates to his trading account with StoneX Financial Ltd. He’s raised various issues including the functionality of its app and the way margin calls worked, but he’s primarily concerned that he was allowed to continuing trading having communicated... (3 pages)View decision -
Decision Reference DRN-4217445
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4217445 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy that Lloyds Bank PLC transferred its business current account (“BCA”) and Bounce Back Loan (“BBL”) to their recoveries department. G’s complaint is brought to this service by one of its directors, whom I’ll... (4 pages)View decision -
Decision Reference DRN-4214988
29 Jun 2023 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-4214988 The complaint Mrs L complains that JAJA FINANCE LTD (“JAJA”) didn’t do enough to help her to recover money she paid using her credit card for services that she was unable to use due to the Covid-19 pandemic. What happened Mrs L had planned to fly abroad for a family holiday in ... (3 pages)View decision -
Decision Reference DRN-4205843
29 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4205843 The complaint Mr S complains that Ageas Insurance Limited declined part of a claim he made on his buildings insurance policy for a drainage problem. What happened As the circumstances aren’t in dispute, I’ll summarise the main points: Mr S got in touch with a drainage company,... (3 pages)View decision -
Decision Reference DRN-4099544
29 Jun 2023 Northern Bank Limited UpheldMortgagesDRN-4099544 The complaint Mr M complained about what happened when he tried to make a lump sum repayment and remortgage, at the same time, with Northern Bank Limited trading as Danske Bank (“Danske”). He wanted Danske to compensate him for the delays it caused. What happened Mr M told us t... (3 pages)View decision -
Decision Reference DRN-3781592
29 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3781592 The complaint Mr C complains that Revolut Ltd won’t refund disputed transactions carried out on Mr C’s account. What happened Mr C had an account with Revolut. On 17 February 2022 two smart watches were registered on his account to be used as payment devices. On 17 February 202... (4 pages)View decision -
Decision Reference DRN-4176589
29 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4176589 The complaint Mrs B has complained about the actions of Barclays Bank UK PLC after she fell victim to an authorised push payment (APP) scam. Mrs B is unhappy Barclays won’t refund all the money she lost as part of the scam. What happened Mrs B had been using a dating website fo... (5 pages)View decision -
Decision Reference DRN-3958960
29 Jun 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3958960 The complaint Miss M complains that Shop Direct Finance Company Limited (SDFC) irresponsibly increased the credit limit on her credit account so she couldn’t afford the repayments. What happened Miss M successfully applied for a credit account with SDFC in October 2017. She was... (3 pages)View decision -
Decision Reference DRN-4214129
29 Jun 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4214129 The complaint Miss G complains about how The Royal Bank of Scotland plc (“RBS”) managed her loan accounts during a forbearance plan and after it ended. What happened Miss G has three loans with RBS. On 3 May 2022 she contacted the bank and a forbearance plan was agreed until 1 ... (2 pages)View decision -
Decision Reference DRN-4064687
29 Jun 2023 Avantia Insurance Limited UpheldInsuranceDRN-4064687 The complaint Mrs L is unhappy with Avantia Insurance Limited. She says her policy renewed without her knowledge and that she had bought cover elsewhere. Mrs L says when she raised this, she was told she’d get a full refund, but was only then offered 50%. What happened Mrs L ha... (2 pages)View decision