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 4385 results
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Decision Reference DRN-4298535
16 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4298535 The complaint Mr G complains about how U K Insurance Limited trading as Privilege (UKI), handled his claim on his car insurance policy. For ease of reading, any reference to UKI also includes the actions of its agents. What happened Mr G was involved in an accident in his car, ... (7 pages)View decision -
Decision Reference DRN-5026061
8 Jan 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-5026061 The complaint Mr H complains about the information he received from Jarvis Investment Management Limited (Jarvis) in relation to his share holdings. He says that Jarvis, who was the custodian of his holdings, failed to inform him or his intended new broker, that it couldn’t ... (7 pages)View decision -
Decision Reference DRN-3761285
19 Oct 2022 Specialist Lending Limited UpheldConsumer CreditDRN-3761285 The complaint Miss A complains about a fixed sum loan agreement (“loan”) she entered into with Specialist Lending Limited (“Duologi”). What happened A company that I will call “P” offered Miss A a study/training programme that she had showed an interest in. The programme was av... (10 pages)View decision -
Decision Reference DRN-4696911
12 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4696911 The complaint Miss J complains about Santander UK Plc’s decision to remove the overdraft facility from her Graduate Current Account. What happened In August 2012, Miss J opened a Student Current Account with Santander. Near to the end of her studies, Miss J says she experienced... (4 pages)View decision -
Decision Reference DRN-2675585
12 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2675585 The complaint Mr C complains, on behalf of W, that Metro Bank PLC won’t refund a disputed transaction made from their business account. What happened Mr C is the sole director of W. Mr C explains that a transaction for the amount of £6,641.76 was made from W’s account on the 24... (4 pages)View decision -
Decision Reference DRN7057239
3 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr H has complained that Barclays Bank Plc (“Barclays”) mis-sold him a number of packaged bank accounts. He paid a monthly fee for the accounts which provided several benefits in return.backgroundMr H has had a number of packaged bank accounts, some of which I’ve loo... (4 pages)View decision -
Decision Reference DRN-2163020
11 Dec 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-2163020 The complaint Mr B complains that Creation Financial Services Limited (CFS) unfairly recorded a default about his account with credit reference agencies. He also complains about poor service provided by Creation Financial Services Limited. Mr B is represented by Miss B. What ha... (4 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN-5112339
20 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5112339 The complaint Mrs S and Mr S complain about Hargreaves Lansdown Asset Management Limited (HL). They said they were not given relevant information by HL before a corporate action event took place about a company that they both held shares in. they said this meant they were un... (7 pages)View decision -
Decision Reference DRN-4699958
21 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699958 The complaint Mr R is seeking to recover approximately £36,000 from HSBC UK Bank Plc (‘HSBC’) which he lost from his account as a result of a scam. What happened I issued a provisional decision in December 2023 to explain why I thought Mr R’s complaint should be upheld in part.... (7 pages)View decision
