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 362716 results
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Decision Reference DRN-4321406
7 Mar 2024 London Stone Securities Limited Not upheldInvestmentsDRN-4321406 The complaint Mr H complains about the advice and service provided by London Stone Securities Limited, referred to as “LSS”. In summary, he says: He’s unhappy about the financial losses incurred in his Self-Invested Personal Pension (“SIPP”), under the management of LSS. He s... (6 pages)View decision -
Decision Reference DRN-4648448
7 Mar 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4648448 The complaint Mr D complains that American Express Services Europe Limited (AESEL) applied a refund to clear the outstanding balance on his late sons’ credit card. What happened Mr D’s son passed away in March 2023. On 5 April 2023 Mr D notified AESEL and emailed a bereavement ... (2 pages)View decision -
Decision Reference DRN-4660608
7 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4660608 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money placed a block on his account for no reason. What happened Mr L holds a credit card with Virgin Money. He updated his mobile number and home number and received an email from Virgin to say it had upda... (2 pages)View decision -
Decision Reference DRN-4667729
7 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4667729 The complaint Mr P complains about the way in which National Westminster Bank Plc (“NWB”) administered his account. He’s unhappy that direct debits were collected in a manner that caused him to become overdrawn on his bank account. Mr P is also unhappy that his instalment plans... (2 pages)View decision -
Decision Reference DRN-4654825
7 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4654825 The complaint Mrs R complains about the difficulties she has had getting bank statements by post from Santander UK Plc. What happened Mrs R had a current account with Santander. She requested that statements were sent to her by post, but didn’t receive these for a few months. S... (2 pages)View decision -
Decision Reference DRN-4654194
7 Mar 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4654194 The complaint Mr M complains that a car acquired with finance from Oodle Financial Services Limited wasn’t of satisfactory quality. What happened In January 2023 Mr M was supplied with a car and entered into a hire purchase agreement with Oodle. At the point of supply the car w... (2 pages)View decision -
Decision Reference DRN-4340992
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340992 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr M was contacted via WhatsApp by a supposed recruitment company of... (3 pages)View decision -
Decision Reference DRN-4311947
7 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4311947 The complaint Ms K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened The background of this co... (4 pages)View decision -
Decision Reference DRN-4506156
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4506156 The complaint Mr C is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined his request for a credit limit increase and refused to tell him why. What happened Mr C opened an account with NewDay in August 2022 with a credit limit of £3000. In 2023 Mr C contacte... (2 pages)View decision -
Decision Reference DRN-4667059
7 Mar 2024 Capital Com (UK) Limited UpheldInvestmentsDRN-4667059 The complaint Mr P’s complaint is about his Capital Com (UK) Limited (‘Capital’) trading account for Contracts For Differences (‘CFDs’) and Spread-betting. He says Capital is responsible for his trading losses, in what he considers to have been an inappropriate high-risk, lever... (8 pages)View decision
