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 375426 results
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Decision Reference DRN-4754933
29 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4754933 The complaint Mr S is unhappy that Close Brothers Limited stopped collecting payments on a car supplied to him under a conditional sale agreement, eventually terminating the agreement. What happened On 2 February 2022, Mr S was supplied with a used car through a conditional... (3 pages)View decision -
Decision Reference DRN-4731877
29 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4731877 The complaint Ms K complains that Revolut Ltd won’t reimburse her after she fell victim to an investment scam. Ms K is represented by a family member in bringing her complaint to our service, but for ease of reading, I’ll refer to all submissions as being made by Ms K direct... (4 pages)View decision -
Decision Reference DRN-4858776
28 Jan 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4858776 The complaint Ms M complains that Trading 212 UK Limited’s (‘T212’) share dealing app sold a number of shares that she owned without her intention or consent to do so. Ms M believes that T212’s app isn’t secure as it allows trades to occur too easily and without any authenti... (4 pages)View decision -
Decision Reference DRN-4819162
28 Jan 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-4819162 The complaint Mr A and Miss R complain that Interactive Investor Services Limited (IISL) charged them a late payment fee after monies they transferred into their trading account to pay for a share purchase took several days to be credited. For simplicity, I’ll refer to all s... (3 pages)View decision -
Decision Reference DRN-5207451
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5207451 The complaint Ms F complains that Lloyds Bank PLC didn’t treat her fairly when it closed her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here but will briefly summarise what happened. In ... (3 pages)View decision -
Decision Reference DRN-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4899764
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4899764 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted his credit card account and loan account after he entered into a debt arrangement scheme. What happened Mr O says that he entered into a debt arrangement scheme in February 2020. He ... (3 pages)View decision -
Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision -
Decision Reference DRN-5291367
28 Jan 2025 Quilter Wealth Ltd UpheldPensions and AnnuitiesDRN-5291367 The complaint Mr S is represented. His complaint relates to the following firms – Aqua Financial Services Ltd (‘Aqua’) – the firm who recommended a pension switch to him in 2019; in the main, he says the pension switch was unsuitable, and he seeks redress (including a ful... (14 pages)View decision -
Decision Reference DRN-5222105
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222105 The complaint Mr M complains that HSBC UK Bank Plc stopped his credit card and ended his credit agreement. What happened Mr M held a HSBC credit card with a credit limit of £6000. In July 2024 Mr M contacted HSBC to report fraudulent activity on his card. HSBC said it would ... (3 pages)View decision
