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 360264 results
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Decision Reference DRN-3809285
19 Apr 2024 IG Markets Limited Not upheldInvestmentsDRN-3809285 The complaint Mr I complains that IG Markets Limited (‘IG’) wrongly closed his trading position and caused him a loss. He wants IG to compensate him for the loss. What happened Mr I had a trading account provided by IG. The account was execution-only which meant Mr I was respon... (2 pages)View decision -
Decision Reference DRN-4752136
19 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4752136 The complaint Mr and Mrs L, represented by their daughter, Ms L, have complained about their property insurer Royal & Sun Alliance Insurance Limited (RSA), regarding a subsidence claim. What happened Mr and Mrs L made a claim to RSA in October 2021 when they noticed cracks ... (5 pages)View decision -
Decision Reference DRN-4752066
19 Apr 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4752066 The complaint Mr G complained about Plus500uk Ltd. He said it shouldn’t have allowed him to open a contracts for difference (CFD) trading account as it was not appropriate for him. Mr G said Plus500uk should compensate him for his losses and for the significant distress and dis... (3 pages)View decision -
Decision Reference DRN-4717001
19 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4717001 The complaint Mr and Mrs S are unhappy about a technical fault that affected their joint account with Barclays Bank UK PLC. They are also unhappy that information about Mrs S was wrongly disclosed to Mr S. What happened Mr and Mrs S use Barclays’ mobile banking application (‘ap... (4 pages)View decision -
Decision Reference DRN-4680219
19 Apr 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4680219 The complaint B, a limited company, complains HSB Engineering Insurance Limited declined a claim it made on its Contractors’ Plant Insurance policy. B is represented by its director, Miss W. What happened In May 2020, HSB was notified by B’s broker of a new theft claim. It said... (4 pages)View decision -
Decision Reference DRN-4715825
19 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4715825 The complaint Mrs D says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Mrs D applied for a credit card from Virgin Money in February 2019. She was given a limit of £4,300. She says Virgin Money did not complete enough checks, she had lot... (3 pages)View decision -
Decision Reference DRN-4626167
19 Apr 2024 Pension Works Limited Not upheldPensions and AnnuitiesDRN-4626167 The complaint Mrs R is unhappy with the advice process in relation to one of her occupational defined benefits (‘DB’) pensions. Mrs R wanted to transfer a DB pension to access benefits flexibly. Whilst Pension Works Limited trading as Pension Works (‘Pension Works’) originally ... (6 pages)View decision -
Decision Reference DRN-4752031
19 Apr 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4752031 The complaint Mrs H complains Creation Consumer Finance Ltd unfairly declined her application for a loan. She thinks this was due to her age and amounts to discrimination. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again h... (3 pages)View decision -
Decision Reference DRN-4508424
19 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508424 The complaint Miss M complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss M met an individual I’ll call X w... (5 pages)View decision -
Decision Reference DRN-4550898
19 Apr 2024 Next Retail Limited Not upheldConsumer CreditDRN-4550898 The complaint Mrs B complains that Next Retail Limited irresponsibly provided her with a credit account, and credit limit increases (CLIs), that she couldn’t afford. What happened In November 2021, Mrs B obtained a credit account with Next. The credit limit was set at £600, and... (2 pages)View decision
