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 362716 results
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Decision Reference DRN-4953240
25 Feb 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-4953240 The complaint Mr S complains eToro (UK) Ltd (‘eToro’) closed his trading positions unfairly and should’ve prevented him from trading when he was making losses. What happened Mr S opened a trading account with eToro in October 2021. As part of opening an account Mr S complete... (5 pages)View decision -
Decision Reference DRN-5355203
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5355203 The complaint Mr H is unhappy that Santander UK Plc won’t remove restrictions that they’ve placed on his account. What happened On 18 March 2024, Mr H instructed the transfer of a large sum of money from his Santander account to a third-party account to purchase a car. The ... (5 pages)View decision -
Decision Reference DRN-4992575
25 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4992575 The complaint Miss T complains that Wise Payments Limited (‘Wise’) won’t reimburse the money she lost when she fell victim to a scam. What happened Miss T says that she was contacted by someone on a messaging app about a job. Miss T’s details were passed on to a representat... (3 pages)View decision -
Decision Reference DRN-5234049
25 Feb 2025 GoCardless Ltd Not upheldBanking and PaymentsDRN-5234049 The complaint A company, which I will refer to as C, complains that GoCardless Ltd caused C to lose £5,172.54 by colluding with the fraudulent and illegal actions of another party. C is represented by an adviser, who I will refer to as Mr L. What happened GoCardless offers... (5 pages)View decision -
Decision Reference DRN-5301585
25 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5301585 The complaint Mr A complains about the charges applied to his catalogue shopping account with Shop Direct Finance Company Limited. What happened In February 2024, Mr A purchased an item on his catalogue shopping account using the Buy Now Pay Later (BNPL) fa... (2 pages)View decision -
Decision Reference DRN-5291196
25 Feb 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5291196 The complaint Mr K has complained that First Central Insurance Management Limited recorded a default record on his credit file which related to a motor policy taken out by a family member fraudulently in Mr K’s name. What happened Mr K said back in 2022, he was living in th... (3 pages)View decision -
Decision Reference DRN-5353971
25 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5353971 The complaint Mr W is unhappy with how Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘VF’) handled the situation when his car was written off by an insurance company and he got into financial difficulty. What happened Around June 2019 Mr W took a cond... (6 pages)View decision -
Decision Reference DRN-5137142
25 Feb 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5137142 The complaint Mrs B has complained that ReAssure Limited didn’t tell her that the investment of her pension plan would be changed at her selected retirement age and that she subsequently received poor service when she contacted ReAssure Limited to ask about the change made t... (8 pages)View decision -
Decision Reference DRN-5213591
25 Feb 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5213591 The complaint Ms R complains about how Highway Insurance Company Limited (Highway) handled her claim against her motor insurance policy. Reference to Highway includes its agents. Ms R previously made a complaint about difficulties she had in relation to a hire car, which ha... (3 pages)View decision -
Decision Reference DRN-5352617
25 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5352617 The complaint Ms M has complained about the way Royal & Sun Alliance Insurance Limited (RSA) recorded an incident she reported under her home and buildings insurance policy. What happened In June 2024 Ms M called RSA. She explained that a tree from her garden had caused ... (4 pages)View decision
