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 359538 results
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Decision Reference DRN-5002195
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5002195 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened Mr S was introduced to an investment by an individual I’ll refer to as C. Mr S believed that C was a financial advisor.... (4 pages)View decision -
Decision Reference DRN-5339233
25 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339233 Complaint Ms O has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5321227
24 Feb 2025 Chase de Vere Independent Financial Advisers limited Not upheldPensions and AnnuitiesDRN-5321227 The complaint In 2020 Chase de Vere Independent Financial Advisers limited (‘CdV’) acquired a firm called Ferguson Oliver (‘FO’). Earlier, in August 2018, FO issued a financial planning report which recommended a specific Discretionary Fund Management (‘DFM’) model portfolio... (5 pages)View decision -
Decision Reference DRN-5026016
24 Feb 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5026016 The complaint Mr W complains that Computershare Investor Services Plc (‘Computershare’) unreasonably deducted $2,445.05 tax from his share sale on 25 January 2024, when it hadn’t deducted it from a sale of the same shares the previous week. What happened Mr W first undertoo... (5 pages)View decision -
Decision Reference DRN-5309807
24 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5309807 The complaint Mr S complains that TSB Bank plc blocked his account when he attempted to make a purchase. He’s also unhappy about the customer service he received when he contacted the bank. What happened Mr S holds a credit card with TSB. On 3 August 2024 Mr S attempted to p... (3 pages)View decision -
Decision Reference DRN-5287626
24 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5287626 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Oodle Car Fi... (3 pages)View decision -
Decision Reference DRN-5353026
24 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5353026 The complaint Mrs H complained that The Royal London Mutual Insurance Society Limited mis-sold her a life assurance policy. What happened Mrs H took out a decreasing term life assurance policy with Royal London in October 2010. In 2023, having cancelled the direct debit, Mrs... (3 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision -
Decision Reference DRN-5267750
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5267750 The complaint Mrs Q is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In early 202... (9 pages)View decision -
Decision Reference DRN-4330682
24 Feb 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4330682 The complaint Mr W has complained that he was charged a subscription for an eBay shop package, even though he was unable to make use of it because eBay Commerce UK Ltd (“eBay”) had placed a restriction on his account. What happened Mr W had a personal eBay Marketplace accou... (6 pages)View decision
