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 381082 results
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Decision Reference DRN-5028100
10 Oct 2024 StoneX Financial Ltd UpheldInvestmentsDRN-5028100 The complaint Mr S has complained that StoneX Financial Ltd, trading as Forex.com (‘StoneX’), closed his CFD trading account (number ending 606) because of inactivity with unrealised losses of around US$200,000. What happened Mr S had been trading with StoneX since March 20... (4 pages)View decision -
Decision Reference DRN-5039409
10 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5039409 The complaint Mr A complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In November 2023, Mr A received a text message from someone who said they were from a data company with details of a potential job. And as Mr A had b... (4 pages)View decision -
Decision Reference DRN-5072142
9 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5072142 The complaint Mr W complained that Loans 2 Go Limited (“Loans 2 Go”) irresponsibly granted two personal loans in November 2022 and September 2023 that he couldn’t afford to repay. What happened In November 2022, Mr W took out the first loan with Loans 2 Go. It was for £700,... (5 pages)View decision -
Decision Reference DRN-4745057
9 Oct 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4745057 The complaint Mr C complains about a motorbike he acquired with credit provided by Close Brothers Limited, trading as Close Brothers Motor Finance. What happened In May 2023 Mr C entered into a regulated conditional sale agreement with Close Brothers in respect of a used mot... (2 pages)View decision -
Decision Reference DRN-4970053
9 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4970053 The complaint The estate of Mr G complains that Bank of Scotland plc trading as Halifax, paid money into the wrong account and didn’t deal appropriately with Mr G’s accounts when he passed away. The estate is represented by Mrs J. What happened Mrs J says Halifax paid the ba... (2 pages)View decision -
Decision Reference DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision -
Decision Reference DRN-4891632
9 Oct 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4891632 The complaint Mrs W complains that Computershare Investor Services Plc failed to send her the ‘leaver’s option notice’ and the deadline passed for her making the necessary election. As a result, she was unable to make further contributions to her investment and suffered fin... (5 pages)View decision -
Decision Reference DRN-4948730
9 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4948730 The complaint Mr V was unhappy that Acromas Insurance Company Limited (“Acromas”) didn’t renew his Motorhome insurance policy. What happened Mr V spoke with Acromas when he was sent a renewal through for his policy. Mr V explained his travel plans for the year to clarify the... (2 pages)View decision -
Decision Reference DRN-5040387
9 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5040387 The complaint Mr S is unhappy he didn’t get the cash switching incentive when he arranged to move his account to TSB Bank Plc. What happened Mr S applied for the switch expecting to get the incentive. But going through the process he found that he wasn’t eligible, and he co... (3 pages)View decision -
Decision Reference DRN-5072681
9 Oct 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5072681 The complaint Mrs O complained about damage charges levied by Mercedes-Benz Financial Services UK Ltd trading as Mercedes-Benz Finance (‘MBFS’), under a hire purchase agreement. When I refer to what Mrs O and MBFS have said or done, it should also be taken to include things... (14 pages)View decision
