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-5034512
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034512 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr P complains that he made the following card paymen... (8 pages)View decision -
Decision Reference DRN-5284912
24 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5284912 The complaint Mr A complains Santander UK Plc (“Santander”) blocked his account and withheld funds of around £10,000 causing him significant financial loss, distress, and inconvenience. Mr A adds that Santander reported adverse information about him to other banks which has ... (5 pages)View decision -
Decision Reference DRN-5280395
24 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5280395 The complaint Mr E complains about how U K Insurance Limited trading as Direct Line (UKI) dealt with a motor insurance claim. References to UKI include other organisations and individuals acting on its behalf. What happened A family member of Mr E had a lease hire car with i... (3 pages)View decision -
Decision Reference DRN-5195904
24 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5195904 The complaint Miss D complains that she has suffered severe emotional distress – as well as concerns about the security of her own personal data - in relation to her receiving personal information relating to another customer in an email sent to her by Moneybarn. Miss D also... (4 pages)View decision -
Decision Reference DRN-5279782
24 Jan 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5279782 The complaint Mr T complains that Interactive Brokers (U.K.) Limited (“IBUK”) didn’t tell him about restrictions applied to his share dealing account. What happened On 12 July 2024, Mr T placed an online trade in his account with IBUK to buy UK Government bonds (“Gilts”), bu... (3 pages)View decision -
Decision Reference DRN-5151246
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151246 The complaint Mr and Mrs M complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs M invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in January 2020. Mr and Mrs M’s understan... (7 pages)View decision -
Decision Reference DRN-4954418
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954418 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for over six years. He has an account elsewhere with a business who I’ll refer to as “L” through... (2 pages)View decision -
Decision Reference DRN-5285233
24 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5285233 The complaint Ms M complains that she wasn’t provided with a hire vehicle by U K Insurance Limited (UKI) after making a claim under her van insurance policy. What happened Ms M insures a van with UKI for personal and private, rather than business or commercial, use. Ms M’s ... (4 pages)View decision -
Decision Reference DRN-5285200
24 Jan 2025 RAC Insurance Limited UpheldInsuranceDRN-5285200 The complaint Mr A complains about costs which RAC Insurance Limited (“RAC”) haven’t paid following a claim he made on his roadside assistance insurance policy. References to RAC include its agents. What happened In October 2023 Mr A and his wife went on a trip around Euro... (5 pages)View decision -
Decision Reference DRN-5281397
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5281397 The complaint Mr A and Miss A complain that HSBC UK Bank Plc unfairly restricted and then closed their account. As the main complainant and for ease, I’ll mostly refer to Mr A in my decision. What happened Around April, HSBC restricted Mr A’s account and later decided to clo... (4 pages)View decision
