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 3962 results
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Decision Reference DRN-4112447
22 Nov 2023 Stratos Markets Limited Not upheldInvestmentsDRN-4112447 The complaint Mr A complains that Forex Capital Markets Limited (FXCM) unfairly prevented him from adding money to his CFD trading account. He says as a result he wasn’t able to prevent a margin call following which FXCM closed his open positions, crystallising substantial loss... (3 pages)View decision -
Decision Reference DRN0869629
16 Jul 2019 Barclays Bank UK PLC Not upheldBanking and creditMr L complains that Barclays Bank UK PLC has not credited a payment of £180 to his account.backgroundMr L paid in a cash deposit to his account through a third party intermediary. It did not reach his account. Barclays paid him £180 as a ‘gesture of goodwill’ and a further £25. It asked hi... (2 pages)View decision -
Decision Reference DRN6901655
23 Jul 2013 Nationwide Building Society Not upheldBanking and creditMr R is the executor of the late Mr K’s estate. Mr R complains that Nationwide Building Society wrongly collected a cheque for an unknown third party that was intended for Mr K.backgroundIn August 2007, a Nationwide account was opened in Mr K’s name. A month later, a cheque was deposit... (2 pages)View decision -
Decision Reference DRN5673210
10 May 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMs K complains that a cheque for £986.82 sent to her by The Royal Bank of Scotland Plc (“RBS”) was cashed by someone else.backgroundRBS sent Ms K a cheque for an amount it had agreed to pay her. Ms K intended to pay the cheque to her own bank, for credit to her... (3 pages)View decision -
Decision Reference DRN-3645335
30 Jun 2023 Close Brothers Limited UpheldConsumer CreditDRN-3645335 The complaint Miss M complains that Close Brothers Limited, trading as Close Brothers Motor Finance (CB) unfairly terminated her agreement and collected her car. What happened On 15 December 2021 Miss M acquired a used car through a conditional sale agreement with CB. The agree... (4 pages)View decision -
Decision Reference DRN-2487175
7 Jan 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2487175 The complaint Mr M complains that TSB Bank plc (‘TSB’) has not credited his account with a cash deposit. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview here. In September 2019 Mr M says his wife visited a TSB... (3 pages)View decision -
Decision Reference DRN-3655201
26 Aug 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3655201 The complaint Mr A complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2015, Mr A acquired a used car financed by a conditional s... (3 pages)View decision -
Decision Reference DRN-4830376
3 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4830376 The complaint Mr S complains Santander UK PLC failed to set up a new Individual Savings Account (ISA) and transfer funds from a third party bank into it after he visited a branch. What happened I sent the parties a provisional decision in May 2024, in which I set out the follow... (5 pages)View decision -
Decision Reference DRN-2958948
5 Aug 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2958948 The complaint Mr M complains TSB Bank plc caused him to suffer distress and inconvenience when it closed his bank account without notice. Mr M wants TSB to reopen his account and compensate him for the impact of its actions. What happened I issued my provisional decision on thi... (6 pages)View decision -
Decision Reference DRN-2309776
23 Feb 2021 Bank of Ireland (UK) Plc UpheldMortgagesDRN-2309776 The complaint Ms W complains that Bank of Ireland (UK) Plc reported a mortgage application she made to one of the fraud prevention databases, CIFAS. What happened Ms W applied for a buy to let mortgage with BoI, via a broker, in 2017. She, or the broker on her behalf, completed... (2 pages)View decision
