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 342371 results
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Decision Reference DRN-4891529
9 Jul 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4891529 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“MFS”) was of an unsatisfactory quality. What happened I issued a provisional decision on this complaint last mont... (6 pages)View decision -
Decision Reference DRN-4895101
9 Jul 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4895101 The complaint Mr Y complained about eToro (UK) Ltd. He said it restricted and then closed his trading account, so he wasn’t able to make any new trades. He said he has been stopped from being able to recoup his losses. He would like eToro to reopen his account so he can continu... (3 pages)View decision -
Decision Reference DRN-4870382
9 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4870382 The complaint Mrs C complains that Barclays Bank UK PLC (trading as Barclaycard) was irresponsible to lend to her. What happened Mrs C was approved for a Barclaycard credit card on 21 July 2017 with a credit limit of £2,750 which was never changed. Mrs C says she had little dis... (3 pages)View decision -
Decision Reference DRN-4880569
9 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4880569 The complaint Mr Q complains National Westminster Bank Plc (‘Nat West’) changed his preference to receive paper statements without his consent. What happened Nat West emailed Mr Q in February 2024 and explained it had decided to only make bank statements available through its o... (2 pages)View decision -
Decision Reference DRN-4890980
9 Jul 2024 Openwork Limited UpheldInsuranceDRN-4890980 The complaint Mrs S complains that Openwork Limited trading as Owl Financial (Owl) mis-sold her an income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key even... (5 pages)View decision -
Decision Reference DRN-4898177
9 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4898177 The complaint Mr D complains that HSBC UK Bank Plc (‘HSBC’) closed some of his accounts and didn’t give him a reason why. He also wants access to all the personal data it holds about him. What happened Mr D had a number of accounts with HSBC for many years. In June 2023 HSBC w... (4 pages)View decision -
Decision Reference DRN-4614251
9 Jul 2024 Black Horse Limited Not upheldConsumer CreditDRN-4614251 The complaint Mrs R complains that Black Horse Limited has supplied her with a caravan under a hire purchase agreement that wasn’t of satisfactory quality. What happened In November 2021, Mrs R acquired a caravan using a hire purchase agreement from Black Horse. The cash price ... (3 pages)View decision -
Decision Reference DRN-4573359
9 Jul 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4573359 The complaint Mr B complains about Ocaso SA, Compania de Seguros y Reaseguros’ handling of a claim he made after an escape of water at his home. What happened Mr B has been represented in making this complaint. For ease of reference, I’ll refer to any communications as being fr... (4 pages)View decision -
Decision Reference DRN-4137631
9 Jul 2024 IG Markets Limited Not upheldInvestmentsDRN-4137631 The complaint Mr W complains that IG Markets Limited, trading as IG, didn’t act on his instructions, or in line with its procedures, to close his open position in a delisted company at a price level of zero. He says he is incurring overnight funding and borrowing fees for a pos... (3 pages)View decision -
Decision Reference DRN-4855949
9 Jul 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4855949 The complaint Mr G, who is represented by a third party, complains that Oodle Financial Services Limited (“Oodle”), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2021, Mr G acquired a used ca... (3 pages)View decision