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 128535 results
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Decision Reference DRN-5206858
7 Mar 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5206858 The complaint Mr H complains about the price he received following the sale of shares in his stocks and shares ISA with Halifax Share Dealing Limited. What happened In 2024 Mr H held 156 shares in Polar Capital. On 23 August 2024 Halifax sent a corporate action notification ... (4 pages)View decision -
Decision Reference DRN-5378391
7 Mar 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5378391 The complaint Mr and Mrs R have complained about the service they were provided with by Clydesdale Bank Plc when the mortgage term was coming to an end on their buy-to-let (“BTL”) mortgage. What happened Mr and Mrs R have held this BTL mortgage with Clydesdale since 2011. Ov... (6 pages)View decision -
Decision Reference DRN-4945282
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4945282 The complaint Mr S complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to an authorised push payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. ... (11 pages)View decision -
Decision Reference DRN-5288539
7 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5288539 The complaint Mrs J complains about the way U K Insurance Limited (“UKI”) handled a claim she made under her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mrs J was involved in a car accident in June 2022, an... (4 pages)View decision -
Decision Reference DRN-4939819
7 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4939819 The complaint Mrs F and Mrs E, as Trustees, complain on behalf of the trust of Mrs M about the level of service they received from The Prudential Assurance Company, referred to as “the Pru”. In summary, they say they’re unhappy about the Pru’s redress, and feel that they’re owe... (5 pages)View decision -
Decision Reference DRN-4966395
7 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-4966395 The complaint Mr and Mrs H have complained about the way esure Insurance Limited handled a claim they made under their home insurance policy. Mr H has primarily dealt with things so, for ease of reading, I’ll refer to him only. What happened The circumstances aren’t in dis... (3 pages)View decision -
Decision Reference DRN-5379030
7 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5379030 The complaint Miss C complains NCO Europe Limited are responsible for a default related to her debt that was applied to her credit file. What happened Miss C originally had an account with a company I’ll refer to as V. Miss C unfortunately got into some difficulties, and she... (2 pages)View decision -
Decision Reference DRN-4924058
7 Mar 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4924058 The complaint Mr H had a Contracts for Difference (‘CFD’) account with eToro (UK) Ltd (‘eToro’). Mr H has complained he had been advised by eToro he would receive a refund of overnight fees, but this didn’t happen. He has also complained that while he was abroad his account ... (5 pages)View decision -
Decision Reference DRN-5374257
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5374257 The complaint Mr K complains Revolut Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened Mr K purchased a pair of trousers in June 2024, while abroad. Upon returning home Mr K realised a security tag was still attached to the tr... (4 pages)View decision -
Decision Reference DRN-5378839
7 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5378839 The complaint Mr L has complained about the investment advice he received from The Prudential Assurance Company Limited (‘Prudential’). Mr L says he was mis-sold products that didn’t meet his needs. The advice incurred costs of 3% and the investments performed poorly. What ... (10 pages)View decision