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 4569 results
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Decision Reference DRN5692407
19 Dec 2017 Plus500UK Ltd Not upheldInvestment and pensionsMr R complains that Plus500UK Ltd (“Plus500”) has withheld profits he made on his trade account. Mr R says Plus500 has no grounds to do this and wants his profits paid to him.backgroundMr R opened a trade account with Plus500 in November 2016. In January 2017,... (4 pages)View decision -
Decision Reference DRN-2846463
11 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-2846463 The complaint Mr W has complained about the way esure Insurance Limited (esure) handled his motor insurance claim. My references to esure includes their agents. What happened Mr W was unfortunately involved in a car accident, so he made a claim on his policy. After an inspectio... (4 pages)View decision -
Decision Reference DRN-3515676
2 Aug 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3515676 The complaint Mrs G is unhappy because Barclays Bank UK PLC (Barclays) didn’t reimburse all the money she lost in a scam. What happened The payments in this case were made from Mrs G’s account but she has explained that her husband, who I’ll refer to as Mr V, was the one who sp... (4 pages)View decision -
Decision Reference DRN-2050309
19 Aug 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2050309The complaintMr G complains that he’s been unable to access online banking for his new account withHSBC UK Bank Plc.What happenedIn early September 2019, Mr G opened a new student account with HSBC. He tried toregister for online banking, and found out that HSBC would have to se... (4 pages)View decision -
Decision Reference DRN9953260
24 May 2019 RAC Insurance Limited UpheldInsurance (excluding PPI)Ms S complains about the service she received following a claim against herEuropean motor breakdown cover provided by RAC Insurance Limited.backgroundThe background to this complaint was set out in my provisional decision of 2 May 2019, an extract of which is attache... (5 pages)View decision -
Decision Reference DRN-5872462
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5872462 The complaint Mr W complains that Santander UK Plc won’t refund him money that he believes was lost to an Authorised Push Payment (“APP”) scam. Mr W brings his complaint with the assistance of a professional representative, but for ease of reading I will refer to Mr W throu... (4 pages)View decision -
Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN3410059
28 Feb 2020 Cofunds Limited Not upheldInvestment and pensionsMr G is unhappy that Cofunds Limited has taken its charges by selling funds from his ISA and not from his cash account as usual. backgroundMr G has had a stock and shares Individual Savings Account (ISA) and a General Investment Account (previously known as “cash account”) with Cofunds sin... (4 pages)View decision -
Decision Reference DRN7502881
15 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains that a claim which arose in June 2008 under his motor insurance policy withAdmiral Insurance Company Limited still remains open, and that Admiral’s communicationwith him has been poor.background I set out the circumstances leading to this complaint, and my provisional fi... (5 pages)View decision
