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 121876 results
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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 -
Decision Reference DRN-5240947
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5240947 Complaint Mrs O has complained about a credit card and subsequent credit limit increases that Barclays Bank UK PLC (trading as “Barclaycard”) provided to her. She says the credit card and limit increases were not affordable for her and so shouldn’t have been provided. Backg... (9 pages)View decision -
Decision Reference DRN-5244606
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5244606 The complaint Mr M complains about the service Liverpool Victoria Insurance Company trading as LV= (LV) provided following a claim on his car insurance policy. What happened In January 2023, following an accident, Mr M contacted LV to make a claim on his car insurance polic... (6 pages)View decision -
Decision Reference DRN-5203109
24 Jan 2025 Michael Scott & Lau Insurance Warehouse UpheldInsuranceDRN-5203109 The complaint Miss G has complained about the fact that Michael Scott and Lau Insurance Warehouse (MSLIW) referred her to a claims management company, I’ll refer to as N. What happened Miss G’s car was damaged in two incidents; one in December 2023 and one in January 2024. S... (2 pages)View decision -
Decision Reference DRN-5213827
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5213827 The complaint R, a small business, complains that Lloyds Bank Plc abruptly closed their accounts, which led to them incurring costs. They’d like the bank to reimburse them for these costs. R is represented by a director, Mr H. What happened R held several accounts with Llo... (3 pages)View decision
