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 375119 results
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Decision Reference DRN-5255467
28 Jan 2025 Salary Finance Limited UpheldConsumer CreditDRN-5255467 The complaint Mr M complains that Salary Finance Limited took duplicate direct debits from his account and also about its process for notification of a new address. What happened Mr M says that Salary Finance took two payments of £199.34 when only one was due. He says he wa... (2 pages)View decision -
Decision Reference DRN-5246127
28 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5246127 The complaint Mrs W complains that U K Insurance Limited declined her claim against a travel insurance policy. Reference to UKI includes its agents. What happened Mrs W had travel insurance underwritten by UKI as a benefit of a current account. Unfortunately, Mrs W was inju... (2 pages)View decision -
Decision Reference DRN-4931652
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4931652 The complaint Mr A complains that Bank of Scotland plc will not pay his claim after he bought counterfeit goods through on online marketplace. The bank operates in this case under its Halifax brand. What happened In October 2023 Mr A bought a pair of designer trainers throug... (3 pages)View decision -
Decision Reference DRN-4895129
28 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-4895129 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was of an unsatisfactory quality. What happened In December 2022, Mrs W was supplied with a used car through a hire pu... (3 pages)View decision -
Decision Reference DRN-4751262
28 Jan 2025 Renault Retail Group UK Limited Not upheldConsumer CreditDRN-4751262 The complaint Mrs T complains that Renault Retail Group UK Limited (“Renault”) added charges for unwanted extras to her car hire purchase agreement. When I refer to what Mrs T has said and what Renault has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-4852704
28 Jan 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-4852704 The complaint Mrs P has complained that abrdn Fund Managers Limited caused delays in the transfer of her stocks and shares ISA to another provider. The complaint has been brought on Mrs P’s behalf by her son Mr P, who is acting under a power of attorney. What happened On 2... (5 pages)View decision -
Decision Reference DRN-5242521
28 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5242521 The complaint Mr E complains Starling Bank Limited ignored his communication preferences when he asked for a copy of a chat transcript to be sent to him and that he still hasn’t received what he asked for. What happened Mr E is a sole trader and has an account with Starling.... (3 pages)View decision -
Decision Reference DRN-4941837
28 Jan 2025 Santander UK Plc Not upheldInvestmentsDRN-4941837 The complaint Miss C complained about Santander UK Plc. She said Santander provided incorrect information about a stocks and shares Individual Savings Account (ISA) she held with it. She said it didn’t inform her, that her money wasn’t invested. She said this cost her in tha... (4 pages)View decision -
Decision Reference DRN-5154919
28 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5154919 The complaint Mr R complains Equifax Limited reduced his credit score without an explanation. What happened Mr R says he queried a transaction he made on his credit card with his lender. After doing this, Mr R checked his credit file, on a website who I’ll refer to as C. C ... (2 pages)View decision -
Decision Reference DRN-4985258
28 Jan 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-4985258 The complaint Mr D complains that Interactive Brokers (U.K.) Limited (‘IB’) caused him loss when it didn’t correctly handle his requests to close futures positions on his contract for differences (‘CFD’) trading account. He also complains of errors and messages being deleted... (3 pages)View decision
