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 370904 results
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Decision Reference DRN-4926008
24 Jul 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4926008 The complaint Ms F complains that National Savings and Investments (NS&I) have provided poor customer service. Ms F is represented by a financial adviser in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being m... (4 pages)View decision -
Decision Reference DRN-4579803
24 Jul 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4579803 The complaint Mr P complains that Trading 212 UK Limited closed his open position when it should have been rolled over. This resulted in a loss, which he wants reimbursed, and meant he lost out when the price of the contract increased. What happened Mr P had a futures contra... (2 pages)View decision -
Decision Reference DRN-4922655
24 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4922655 The complaint Mr H complains that NewDay Ltd irresponsibly lent to him. What happened Mr H was approved for two NewDay credit cards which I will refer to as A and B. I have detailed the initial credit limits and the credit increases for A below. Card A – approved October 20... (5 pages)View decision -
Decision Reference DRN-4923015
24 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4923015 The complaint Ms B is unhappy that Barclays Bank UK Plc refused to refund her for a transaction which she didn’t make or authorise. What happened Ms B says her mobile phone was stolen, so on 3 May 2023 she visited a Barclays branch to report the incident. She explained that... (3 pages)View decision -
Decision Reference DRN-4856340
24 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4856340 The complaint This complaint’s about an interest-only mortgage that Ms B holds with Bank of Scotland plc trading as Birmingham Midshires (BM). The mortgage started in 2007 with a five-year term, so was initially due to expire in 2012. It’s been extended since then, but the f... (4 pages)View decision -
Decision Reference DRN-4896810
24 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4896810 The complaint Mr H complains Bank of Scotland plc trading as Halifax (Halifax) closed his bank accounts without his formal confirmation. What happened Mr H says he telephoned Halifax in mid-July 2023 to ask to close his bank accounts but midway through the telephone call wit... (2 pages)View decision -
Decision Reference DRN-4816347
24 Jul 2024 Amtrust Europe Limited UpheldInsuranceDRN-4816347 The complaint H, a limited company, complains about what Amtrust Europe Limited did after it made a claim on its business legal insurance policy in April 2022. H is represented by one of its directors, Mr S. What happened In 2017 H invoiced a client for work it had carried o... (4 pages)View decision -
Decision Reference DRN-4885231
24 Jul 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4885231 The complaint Mr W complains that The Royal Bank of Scotland Plc trading as Virgin One Account closed his Virgin One account – a form of mortgage current account – and wouldn’t allow him to switch to a standard current account. He complains it caused difficulties in transfer... (4 pages)View decision -
Decision Reference DRN-4909785
24 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4909785 The complaint Mr W is unhappy with the limited range of interest rate products that were available to him when the existing deal on his mortgage with Barclays Bank UK PLC came to an end. What happened Mr W has held a mortgage with Barclays since 2014. He used to live in the... (5 pages)View decision -
Decision Reference DRN-4889026
24 Jul 2024 Marks & Spencer Financial Services plc Not upheldInsuranceDRN-4889026 The complaint Mrs M says Marks & Spencer Financial Services Plc (M&S) mis-sold her a legal expenses insurance policy. Although the policy is in joint names as the complaint is being brought by Mrs M I’ll refer to her in this decision What happened Mrs M took out home... (3 pages)View decision
