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 4257 results
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Decision Reference DRN-5425492
27 Mar 2025 Farley & Thompson UpheldInvestmentsDRN-5425492 The complaint Mrs D complains about Farley & Thompson (“F&T”) in relation to its management of her portfolio. In summary, she says she is unhappy about the following: • The performance of her investments since investing with F&T in 2019. • The costs and charges... (13 pages)View decision -
Decision Reference DRN-4507365
21 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4507365 The complaint Mrs G complains about Bank of Scotland PLC trading as Halifax (Halifax) in that she could not access her accounts from abroad, and the telephone service she received when attempting resolve the matter. What happened As Mrs G has spent most of her time over the las... (3 pages)View decision -
Decision Reference DRN-4432107
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4432107 The complaint Mr M, a sole trader, complains that National Westminster Bank Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for in the name of his limited company. What happened Mr M had held an active business current account with N... (3 pages)View decision -
Decision Reference DRN-3487795
24 Jan 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3487795 The complaint Mr H complains that Financial Administration Services Limited, trading as Fidelity International (‘Fidelity’) sent him unwanted emails, even after he asked it to stop sending ‘spam’. To put things right, he would like to be compensated for the distress this caused... (4 pages)View decision -
Decision Reference DRN4207781
9 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMrs H has complained that Lloyds Bank PLC mis-sold a Select packaged bank account to her in 2006. She paid a monthly fee for the account, which offered a number of benefits in return.Mrs H has used a claims management company (CMC) to bring her complaint to us. ba... (3 pages)View decision -
Decision Reference DRN7872267
3 Oct 2016 Bank of Scotland Plc Not upheldBanking and creditMr C has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne of our adjudicators has looked into Mr C’s complaint already and he didn’t think that Halifax had... (3 pages)View decision -
Decision Reference DRN3576953
8 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) mis-sold him an Advantage Gold packaged account in 2010. He also says that he was forced to keep it when he tried to downgrade his account.backgroundNatWest didn’t uphold Mr B’s complaint so he brought it to ... (3 pages)View decision -
Decision Reference DRN1873008
5 Apr 2018 Squareup Europe Ltd Not upheldBanking and creditI, a trade association, has complained Squareup Europe Ltd, closed their account and retained their money.backgroundI entered into an agreement with Squareup in 2017 where Squareup provided them with merchant acquiring services. After I had processed more than a week’s pa... (3 pages)View decision -
Decision Reference DRN-5350783
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5350783 The complaint Mr L complains about the service he has received from Barclays Bank UK PLC (“Barclays”) following opening an account with it. In particular he is unhappy with the amount of unsolicited emails he’s been sent and that Barclays failed to tell him it takes up to 8 ... (3 pages)View decision -
Decision Reference DRN-4535914
3 Jan 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4535914 The complaint Miss C complains TransUnion International UK Limited (TU) have said she’s not on the electoral roll (ER) which she says has caused her credit score to be low when it shouldn’t be. Miss C also complains they’re reporting a missed credit card payment and says this i... (4 pages)View decision
