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 381196 results
-
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN-5294898
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294898 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2023, Mr T came across an advert online for an investment company endorsed by a well-known public figure. He followed the link in the advert... (3 pages)View decision -
Decision Reference DRN-5361614
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5361614 The complaint Mr and Mrs T complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) unfairly closed their account and withheld their account balance. Mr and Mrs T are also unhappy with how Virgin Money handled their personal information and the service they ... (6 pages)View decision -
Decision Reference DRN-4981431
29 Aug 2025 Santander UK Plc Not upheldInvestmentsDRN-4981431 The complaint Mr and Mrs B complain about the way in which Santander UK Plc (Santander), through its private banking service has managed their information. What happened Mr and Mrs B say in 2020, they provided information about their source of wealth to their then Santander ... (3 pages)View decision -
Decision Reference DRN-5783055
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5783055 The complaint Mr and Mrs G have complained about their commercial vehicle insurer West Bay Insurance Plc regarding a claim they made when their pick-up van was stolen. What happened Mr and Mrs G’s pick up was stolen in mid-May 2024, with a claim being made to West Bay by th... (5 pages)View decision -
Decision Reference DRN-5222193
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222193 The complaint Mr R complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2021, Mr R was looking for ways to invest his money and came across an advert on a social media website for a company ... (6 pages)View decision -
Decision Reference DRN-5500357
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5500357 The complaint Mrs K complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she believes she lost to an investment scam. Mrs K referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr... (3 pages)View decision -
Decision Reference DRN-5106780
29 Aug 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5106780 The complaint Mrs G has complained that because of a system error at Computershare Investor Services Plc (‘Computershare’) it caused her to sell her total holding of HSBC shares, rather than carry out a partial sale. Mrs G says the shares held a sentimental value to her and... (3 pages)View decision -
Decision Reference DRN-5695390
28 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5695390 The complaint Mr R complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”), wasn’t of satisfactory quality. He says the car was mis-sold and he wants to reject it. What happened Mr R entered into a PCP agreement in June 2023 to acquire... (4 pages)View decision -
Decision Reference DRN-5700891
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5700891 The complaint Mrs F complains that NewDay Ltd trading as Aqua suspended her account without notice. What happened Mrs F holds a credit card account with NewDay. In August 2024 Mrs F raised a complaint with NewDay about affordability. She ‘s unhappy that NewDay suspended her ... (2 pages)View decision
