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 368546 results
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Decision Reference DRN-4572010
17 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4572010 The complaint P, a limited company, complains that HSBC UK Bank Plc unreasonably blocked and then returned a payment into the account. They’d like the funds returned to them, and to be compensated for the inconvenience. What happened P is represented by its director, Mr C. In N... (3 pages)View decision -
Decision Reference DRN-4433579
17 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4433579 The complaint Mr and Mrs T complain about Santander UK Plc. They say that Santander didn’t do enough to protect them when they became the victims of a scam and would like Santander to refund them the money they have lost. What happened The details of what happened are well know... (3 pages)View decision -
Decision Reference DRN-4801004
17 May 2024 Rookery Mortgage Consultants UpheldMortgagesDRN-4801004 The complaint 1. Mr and Mrs J are unhappy with the mortgage advice they received from Rookery Mortgage Consultants in May/ June 2020. They’ve said Rookery’s failings caused them to incur an early repayment charge (ERC) when they moved home. What happened Background to the compl... (9 pages)View decision -
Decision Reference DRN-4214326
17 May 2024 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-4214326 The complaint Mr G complains that Interactive Brokers (UK) Ltd (‘IBUK’) charged him the wrong amount of interest. He wants IBUK to recalculate the interest it charged him. What happened Mr G had a trading account provided by Interactive Brokers. The account facilitated purchase... (6 pages)View decision -
Decision Reference DRN-4792287
17 May 2024 Makesure Insurance Services Ltd UpheldInsuranceDRN-4792287 The complaint Mr and Mrs H have complained that Makesure Insurance Services Ltd (‘Makesure’) provided incorrect information to them about their travel policy. All reference to Makesure includes any agents acting on its behalf. What happened Mr and Mrs H bought an annual multi t... (2 pages)View decision -
Decision Reference DRN-4558255
17 May 2024 Mortgages Plc Not upheldMortgagesDRN-4558255 The complaint Mr L complains about the balance of his Mortgages Plc interest only mortgage. He says the amount needed to redeem it was higher than the original amount he borrowed. Mr L says the possibility of the balance increasing was not explained to him when he took out the ... (3 pages)View decision -
Decision Reference DRN-4734939
17 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4734939 The complaint Mrs J, Mr J and Miss J complain about the service they received from Barclays Bank UK PLC (“Barclays”) in relation to the overdraft on a joint account. The complaint is brought by Mrs J, Mr J and Miss J. But, for ease of reading, I’ll refer mostly to Mrs J through... (3 pages)View decision -
Decision Reference DRN-4804068
17 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4804068 The complaint Ms D and Mr H complain that AXA Insurance UK Plc unfairly declined a claim for storm damage under their home insurance policy. What happened In October 2022, Ms D and Mr H made a claim under their home insurance policy for damage caused by a storm. They said a pie... (6 pages)View decision -
Decision Reference DRN-4745186
17 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4745186 The complaint Ms C complains about the price quoted by U K Insurance Limited (“UKI”) to renew her motor insurance policy. What happened Ms C received a quote to renew her policy for 2024 which was higher than what she’d paid the previous year. Ms C contacted UKI and complained ... (3 pages)View decision -
Decision Reference DRN-4685652
17 May 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4685652 The complaint H, a charity, complains about the length of time it took Bank of Ireland (UK) Plc to make salary payments to its staff. What happened H had a bulk payment arrangement with Bank of Ireland, under which Bank of Ireland took a single monthly payment from H’s account ... (2 pages)View decision
