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 4269 results
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Decision Reference DRN2313733
16 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland paid his interest net of tax when he is not a tax payer and is entitled to receive gross interest.backgroundMr R has historically held 6 month bonds with Bank of Scotland, which he has regularly re- invested, and the interest has been paid gross. ... (1 page)View decision -
Decision Reference DRN-2558755
28 May 2021 CMC Markets UK plc UpheldInvestmentsDRN-2558755 The complaint Mr E says CMC Markets UK plc (‘CMC’) failed to safeguard his trading account, leading to a fraudster’s unauthorised access into, and fraudulent withdrawal of £50,000 from, the account on 20 May 2019. What happened CMC investigated the events leading to, and includ... (5 pages)View decision -
Decision Reference DRN5174811
6 Feb 2018 Honeycomb Finance Limited UpheldBanking and creditMs S is unhappy that Honeycomb Finance Limited won’t let her unwind a fixed sum loan that she took out to buy a number plate. backgroundI recently issued my provisional conclusions setting out this complaint and why I was minded to think it would be fair to allow M... (6 pages)View decision -
Decision Reference DRN6253920
3 Mar 2015 GE Money Home Lending Limited Not upheldBanking and creditMr and Mrs J claim that there is no valid mortgage between them and GE Money Home Lending Limited. They are asking GE Money to “redress all their grievances”.backgroundMr and Mrs J are customers of GE Money, having granted a mortgage to it in 2008 as security for a loan. In 2014 Mr and ... (3 pages)View decision -
Decision Reference DRN-4038732
27 Mar 2023 Brown Shipley & Co Limited UpheldInvestmentsDRN-4038732 The complaint Mr R and Mrs R complain that Brown Shipley & Co Limited delayed the transfer of funds from Mrs R’s General Investment Account (GIA) to Mr R’s individual Savings Account (ISA) and this caused Mr R a financial loss resulting in the loss of some of his 2019/20 IS... (4 pages)View decision -
Decision Reference DRN-5373323
10 Apr 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5373323 The complaint Mr T complains about how Hastings Insurance Services Limited trading as Hastings Direct (Hastings Direct) dealt with a proposed cancellation of his policy and refunds due. References to Hastings Direct in this decision include their agents. Mr T was supported... (5 pages)View decision -
Decision Reference DRN-4457418
19 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457418 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for transactions she said she didn’t make. What happened On 5 September 2023, a new device was registered to Miss G’s Halifax account. Before this was confirmed, Halifax rang... (3 pages)View decision -
Decision Reference DRN-4638646
22 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4638646 The complaint Mr K complains about the service he received from U K Insurance Limited (UKI) after making a claim under his car insurance policy. What happened Mr K’s car was insured with UKI. In March 2022 Mr K’s car was damaged in an accident, so he made a claim to UKI. Mr K s... (3 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN0794544
25 Jan 2018 GPUK LLP Not upheldBanking and creditMr M complains on behalf of Leisure Attractions Limited, that GPUK LLP sold them a website card processing facility that wasn’t suitable; it wasn’t given options for accepting payments and has suffered a financial loss as a number of transactions weren’t manually authoris... (3 pages)View decision
