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 366874 results
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Decision Reference DRN-4560595
26 Apr 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4560595 The complaint Mr H complains that Lendable Ltd, trading as Zable, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account refunded. What happened In October 2021 Lendable ... (2 pages)View decision -
Decision Reference DRN-4484618
26 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4484618 The complaint Mrs D and Mr D are unhappy a direct debit was cancelled on their mortgage which has led to an impact on their credit file. What happened Mrs D and Mr D have a joint mortgage with Santander. Mrs D and Mr D wished to make a lump sum payment to the mortgage and Mr D ... (4 pages)View decision -
Decision Reference DRN-4737865
26 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4737865 The complaint Mr B complains that Bank of Scotland plc (trading as Halifax) did not refund a series of payments he says he lost to a scam. What happened Mr B had previously invested with an individual who I’ll call ‘X’ and was contacted by him again in June 2019. At that point ... (2 pages)View decision -
Decision Reference DRN-4577066
26 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4577066 The complaint Mr D complains that Aviva Life & Pensions UK Limited purchased an annuity with the benefits accrued under his Personal Pension Plan (PPP) after he turned 75 years old, contrary to his wishes. Mr D is represented in his complaint by Mr W, who holds a Power of A... (4 pages)View decision -
Decision Reference DRN-4731926
26 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4731926 Complaint Mr and Mrs A are unhappy that Santander UK Plc didn’t reimburse them after they told it they’d fallen victim to a scam. This is a joint complaint, but it was brought by Mr A. For simplicity’s sake, I’ve generally referred to him in the text of the decision. Background... (3 pages)View decision -
Decision Reference DRN-4767140
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767140 The complaint Mr L complains Barclays Bank UK PLC provided him with the incorrect IBAN (international Bank Account Number) for a transfer, causing a transfer to go to the wrong account and for him to miss out on buying a car he had travelled to Europe to purchase. What happened... (4 pages)View decision -
Decision Reference DRN-4451703
26 Apr 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4451703 The complaint Mr A complains that the minimum margin requirements for trading Contracts for Difference (CFDs) on options offered by Plus500U K Ltd are too low, breaching regulatory requirements and putting him and other consumers at significant risk, beyond that intended by the... (2 pages)View decision -
Decision Reference DRN-4204066
26 Apr 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4204066 The complaint Mr A complains that Plus500UK Ltd applied an unfair ask price to a Contract for Differences (CFD) options contract for which he held several positions, leading to a margin call and closure of the positions. What happened The background to Mr A's concerns i... (4 pages)View decision -
Decision Reference DRN-3851455
26 Apr 2024 Plus500UK Ltd Not upheldInvestmentsDRN-3851455 The complaint Mr A complains that Plus500UK Ltd applied an unfair bid/ask spread to a Contract for Differences (CFD) options instrument in which held several positions on his trading account, leading to a margin call and a series of closures of related positions. He’s also rais... (5 pages)View decision -
Decision Reference DRN-4709329
26 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4709329 The complaint R complains about Zurich Insurance PLC’s decision to decline renewal of R’s property insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. R is a pension scheme. Up to July 2023, ... (3 pages)View decision
