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 369228 results
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Decision Reference DRN-4681235
20 Apr 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4681235 The complaint Mr and Mrs W complain that when they bought their home insurance policy, The National Farmers' Union Mutual Insurance Society Limited (NFU) didn’t include their barn. The policy is in joint names but, for ease of reading, I’ll refer just to Mr W. What happene... (3 pages)View decision -
Decision Reference DRN-4751281
19 Apr 2024 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4751281 The complaint Mr W complains that he’s lost part of his annual ISA allowance because, when adding funds to his plan, Halifax Share Dealing Limited’s (‘Halifax’) system led him to believe his payment hadn’t been accepted and so he incorrectly added another payment. As Halifax re... (4 pages)View decision -
Decision Reference DRN-4753369
19 Apr 2024 The Currency Cloud Limited Not upheldInvestmentsDRN-4753369 The complaint Mr M complains that The Currency Cloud Limited (CCL) retained ‘margin’ monies when undertaking foreign currency trades on behalf of his company. Mr M says that margin money has never been refunded to his company following the completion of each transaction. Mr M w... (4 pages)View decision -
Decision Reference DRN-4619676
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4619676 The complaint Mr M complains that Santander UK Plc (Santander) won’t refund money he paid to a builder. What happened What Mr M says: Mr M needed some repairs done to the roof at his home. He got some quotes and chose a roofer to do the job. He was quoted a price of £1,800. On ... (4 pages)View decision -
Decision Reference DRN-4441829
19 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4441829 The complaint Mr R complains about how American Express Services Europe Limited dealt with his claim for a refund of his hotel booking. What happened Mr R booked four nights in a hotel room in the Far East, and paid £263.76 for this with his American Express credit card. After ... (2 pages)View decision -
Decision Reference DRN-4655464
19 Apr 2024 Brewin Dolphin Limited Not upheldInvestmentsDRN-4655464 The complaint Ms H and Pentrust Limited (“the trustees) were the trustees of the R Trust and complain that Brewin Dolphin Limited t/a RBC Brewin Dolphin failed to warn them that its advice to change from an advisory service to its managed portfolio service (MPS) would result in... (5 pages)View decision -
Decision Reference DRN-4615757
19 Apr 2024 Openwork Limited Not upheldMortgagesDRN-4615757 The complaint Miss L complains about the service she received from an appointed representative of Openwork Limited, trading as The Openwork Partnership, when it arranged a re-mortgage for her. In particular Miss L says: - Openwork failed to review the available mortgage product... (4 pages)View decision -
Decision Reference DRN-4641519
19 Apr 2024 TSB Bank plc Not upheldMortgagesDRN-4641519 The complaint Mr and Mrs M complain that TSB Bank plc didn’t update their credit files when they repaid their mortgage in 2018. They say this had an adverse impact on applications for mortgages and other credit and ask for compensation. What happened Mr and Mrs M repaid their m... (4 pages)View decision -
Decision Reference DRN-4429372
19 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4429372 The complaint Mr R complains about how Creation Consumer Finance Ltd dealt with his claim under section 75 of the Consumer Credit Act 1974 for a refund of his purchase of a defective sofa. What happened In August 2019 Mr R entered into a regulated fixed sum loan agreement with ... (2 pages)View decision -
Decision Reference DRN-4441820
19 Apr 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4441820 The complaint S complains Advanced Payment Solutions Limited, trading as Cashplus Bank, restricted and closed their account without explanation. S also complain that Cashplus has unfairly held onto their funds. To keep matter simple, I will refer to “Cashplus” in my decision. W... (3 pages)View decision
