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 367928 results
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Decision Reference DRN-4548547
27 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4548547 The complaint Mrs A complains that Nationwide Building Society merged her banking profile with that of a different customer and then restricted her account. What happened On 7 September 2022, something in Nationwide’s systems caused Mrs A’s profile to merge with another of its ... (4 pages)View decision -
Decision Reference DRN-4625269
27 Mar 2024 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4625269 The complaint Mr C complains that Halifax Share Dealing Limited (‘HSDL’) debited funds from his bank account and paid them into an Individual Savings Account (‘ISA’), despite Mr C having cancelled his regular subscription plan. Mr C says this resulted in his 2022/23 ISA account... (3 pages)View decision -
Decision Reference DRN-4710041
27 Mar 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4710041 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with First Response Finance Ltd was of an unsatisfactory quality. Mr W has been represented during the claim and complaint process by Mr C. For ease of reference, I will refer to any comme... (6 pages)View decision -
Decision Reference DRN-4340511
27 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4340511 The complaint Miss B complains about how One Insurance Limited (“One”) handled a claim under her motor insurance policy. What happened Miss B had a motor insurance policy with One covering her car. In April 2022 her car was damaged and she made a claim. When she applied for cov... (2 pages)View decision -
Decision Reference DRN-4706227
27 Mar 2024 Pure Retirement Limited Not upheldMortgagesDRN-4706227 The complaint Mrs S had an equity release mortgage. She redeemed that and took out another equity release mortgage with Pure Retirement Limited (“Pure Retirement”) in 2022. She says that Pure Retirement caused delays that meant that her initial offer expired and she had to acce... (4 pages)View decision -
Decision Reference DRN-4707369
27 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4707369 The complaint The estate of Ms A complains about how Zurich Insurance PLC handled its claim on its leaseholder insurance policy. As an executer of the estate, Mx D brings this complaint on behalf of the estate. What happened Ms A owned a property that was covered by a leasehold... (4 pages)View decision -
Decision Reference DRN-4604771
27 Mar 2024 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-4604771 The complaint Mr A has complained about the actions of Insight Financial Associates Limited (‘Insight’) which advised him on the transfer of his personal pensions to a self-invested personal pension (‘SIPP’) in 2010. The SIPP was used to invest in a property scheme that looks t... (11 pages)View decision -
Decision Reference DRN-4673464
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4673464 The complaint Mr H says there are transactions on his personal and business (sole trader) account with Santander UK Plc which he disputes being responsible for. What happened Mr H was abroad in March 2023. He told our service he was in one nightclub but got into a fight and had... (8 pages)View decision -
Decision Reference DRN-3996937
27 Mar 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-3996937 The complaint Mr H complained about eToro (UK) Ltd (eToro). He said eToro closed three contracts for Difference (CFD) positions incorrectly. He said the prices it used didn’t reflect any market or exchange and prices it derived at seemed wrong, that led to it closing his positi... (3 pages)View decision -
Decision Reference DRN-4692058
27 Mar 2024 IG Markets Limited UpheldInvestmentsDRN-4692058 The complaint Mr W’s complaint features a buy trade he placed on 18 May 2020 in the Contracts For Difference (‘CFD’) trading account he held with IG Markets Limited (‘IG’). He says the trade order type he selected – a stop order – was either misapplied or misrepresented by IG, ... (6 pages)View decision
