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 121479 results
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Decision Reference DRN-5336923
21 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5336923 The complaint Mr P complains that he had difficulties regarding the paying in of a cheque into his TSB Bank plc account and that he had poor customer service and difficulties in subsequent telephone calls. What happened In June 2024, Mr P contacted TSB. This was in respect o... (3 pages)View decision -
Decision Reference DRN-5347897
21 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5347897 The complaint Mrs S complains that Frasers Group Financial Services Limited (“FGFS”) unfairly defaulted her account. What happened Mrs S had an account which allowed her to buy certain items from a retailer using the same (if not a very similar) trading name to the one used ... (4 pages)View decision -
Decision Reference DRN-4820898
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4820898 The complaint Mr C is unhappy with how HSBC UK Bank Plc handled his Section 75 claim. What happened Mr C bought a three-seater sofa, two-seater sofa and a standard chair in April 2021 along with a certificate of insurance for £2,075. Mr C said he purchased the furniture for ... (3 pages)View decision -
Decision Reference DRN-4958528
21 Feb 2025 Saxo Capital Markets UK Limited UpheldInvestmentsDRN-4958528 The complaint Mr S complains that Saxo Capital Markets UK Limited (‘Saxo’) have requested excessive amounts of personal financial information as part of their ‘know your customer’ checks. Mr S says that he’s been put through a process that simply isn’t acceptable and has bee... (4 pages)View decision -
Decision Reference DRN-5318906
21 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5318906 The complaint Mr T complains that AXA Insurance UK Plc declined a subsidence claim on his commercial property insurance policy. What happened Mr T has a commercial property, which is let to a tenant. In May 2021 he made a claim on his policy after the tenant reported problem... (4 pages)View decision -
Decision Reference DRN-5269140
21 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5269140 The complaint Mr and Mrs P have complained that Aviva Insurance Limited hasn’t fully settled a claim they made on a travel insurance policy associated with a bank account. As it is Mrs P leading on the complaint, I will mostly just be referring to her in this decision. Wha... (3 pages)View decision -
Decision Reference DRN-5013209
21 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5013209 The complaint Mrs N has complained Telefonica UK Limited, trading as O2, took time to sort out the cancellation of her credit agreement and then delayed refunding her. What happened In January 2024 Mrs N decided to renew her credit agreement for a handset with O2. Practicall... (2 pages)View decision -
Decision Reference DRN-5203660
21 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5203660 The complaint Mr B has complained Nationwide Building Society allowed a current account, two personal loans and a credit card to be opened in his name without his consent. What happened Mr B applied for a mortgage in 2024 and found that his credit record limited him in doing... (3 pages)View decision -
Decision Reference DRN-4521380
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4521380 The complaint Mr T is unhappy that Santander UK Plc has decided not to refund him after he was the victim of an authorised push payment (APP) scam. What happened Mr T said he was looking to invest after receiving some inheritance money. Mr T says he was introduced to an inv... (6 pages)View decision -
Decision Reference DRN-4779556
21 Feb 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4779556 The complaint Mr A has complained about the difficulties he experienced when trying to deposit funds into his trading account with eToro (UK) Limited (‘eToro’). Because of this, Mr A couldn’t trade as he wished, and has lost out on the potential profit. What happened Mr A h... (5 pages)View decision
