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 4777 results
-
Decision Reference DRN-5554312
4 Jun 2025 Plus500UK Ltd Not upheldInvestmentsThe complaint Mr S has complained that Plus500UK Ltd (‘Plus500’) unjustly closed his trading account which he says caused him to suffer a significant financial loss of around £180,000. Mr S’ already poor health suffered as a result, and he believes Plus500 failed to adhere to the regulator... (11 pages)View decision -
Decision Reference DRN-4118769
30 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4118769 Complaint Mr A is unhappy that Santander UK Plc didn’t reimburse him after he fell victim to a scam. Background In November 2022, Mr A was looking to buy a car. He’d been in a road traffic accident and his insurers had decided to write off his previous car. He was paid a settle... (3 pages)View decision -
Decision Reference DRN3187067
2 Aug 2019 Bank of Scotland Plc Not upheldBanking and creditMr M has complained that Bank of Scotland Plc (“BOS”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in October 2010. backgroundOne of our adjudicators has looked at this complaint and didn’t think BOS had mis-sold the URCA. Mr M disagreed and asked for a... (3 pages)View decision -
Decision Reference DRN8671663
24 Jul 2014 Secure Trust Bank Plc Not upheldBanking and creditMrs B complains that Secure Trust Bank PLC, trading as Moneyway (“STB”) wrongly charged her for car repairs that it did not carry out, incorrectly registered a default against her credit file, and provided her with incorrect information.background Mrs B told STB that she wished to volunta... (2 pages)View decision -
Decision Reference DRN-4710469
3 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4710469 The complaint Miss F has complained that Covea Insurance plc ended a claim she made for unemployment on her mortgage payment protection insurance (PPI) policy after making only one month’s payment. What happened Miss F is self-employed, working in both private practice and unde... (3 pages)View decision -
Decision Reference DRN7102824
8 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R complain that they were mis-sold two packaged bank accounts by Barclays Bank Plc. backgroundMr and Mrs R’s joint account was upgraded to a packaged account called Additions in 2007. At the time of the upgrade, the Additions Account cost £11.50 a month ... (2 pages)View decision -
Decision Reference DRN9324971
29 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr K is unhappy Barclays Bank UK PLC (trading as Barclaycard) defaulted his credit card account without notifying him.backgroundIn July 2016, Mr K experienced financial difficulties and stopped paying his contractual minimum payments for his credit card account.To assist Mr K, Barclays agr... (3 pages)View decision -
Decision Reference DRN-3813572
16 Jan 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3813572 The complaint Miss H complains that Aviva Insurance Limited (Aviva) sent information to an incorrect email address and provided a poor standard of service relating to her motor insurance policy. What happened Miss H contacted Aviva in May 2022 to set up her car insurance. She s... (3 pages)View decision -
Decision Reference DRN-4327595
2 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4327595 The complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) won’t refund several transactions he didn’t make or otherwise authorise from his account with it over a number of years. He says his ex-partner made the payments during that time from his account without his kn... (3 pages)View decision -
Decision Reference DRN-2093802
26 Oct 2020 U K Insurance Limited Not upheldInsuranceDRN-2093802 The complaint Mrs L complains that U K Insurance Limited trading as Direct Line Car Insurance didn’t change her car on her insurance policy when she asked it to. What happened Mrs L has a car insurance policy with Direct Line. In June 2019 Mrs L purchased a new car and called D... (2 pages)View decision