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 347829 results
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Decision Reference DRN-4996509
26 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4996509 The complaint Mr K complains that Capital One (Europe) plc failed to treat him fairly when he faced some difficulties making his contractual repayments on a credit card account. What happened Mr K holds a credit card account with Capital One. In February 2024 he reported thr... (3 pages)View decision -
Decision Reference DRN-5039918
26 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5039918 The complaint Mrs E has complained Wise Payments Limited did nothing to intervene and stop two payments she made as part of an auction scam. What happened Mrs E wanted to buy four rental properties that she found advertised online. These didn’t sell at auction as Mrs E expec... (4 pages)View decision -
Decision Reference DRN-4897139
26 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4897139 The complaint Mrs J has complained that Wise Payments Limited (“Wise”) didn’t protect her from falling victim to an employment-related impersonation scam, and it hasn’t refunded the money she lost. What happened The background of this complaint is already known to both part... (4 pages)View decision -
Decision Reference DRN-4915474
26 Sep 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4915474 The complaint Mr H complains that in 2016, Scottish Equitable Plc trading as Aegon (Aegon) provided him with incorrect information about whether or not his Section 32 Buyout Plan had protected Tax-Free Cash (TFC) attached to it. He said this led to him leaving the plan that ... (7 pages)View decision -
Decision Reference DRN-5032201
26 Sep 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-5032201 The complaint Mr J complains that Zopa Bank Limited failed to unblock his credit card despite several requests to do so. What happened Mr J has a credit card with Zopa Bank. He said in August 2023 he was notified by Zopa Bank that the device he was using for his account was ... (3 pages)View decision -
Decision Reference DRN-4926816
26 Sep 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4926816 The complaint Ms H has complained that Domestic & General Insurance Plc (D & G) provided her with poor service when she made a claim for a washing machine repair. What happened Ms H contacted D & G under her policy on 3 January 2024 as her washing machine wasn’t... (3 pages)View decision -
Decision Reference DRN-5001971
26 Sep 2024 Salary Finance Loans Limited UpheldConsumer CreditDRN-5001971 The complaint Mr N complains that Salary Finance Loans Limited trading as Salary Finance added negative information to his credit file resulting in his access to credit being reduced and him not being able to continue with his house renovations. What happened Mr N entered in... (3 pages)View decision -
Decision Reference DRN-4818095
26 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4818095 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss A held an account with another bank. She was told this account was being closed as they’d disc... (3 pages)View decision -
Decision Reference DRN-5012386
26 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5012386 The complaint Mrs T complains about Royal & Sun Alliance Insurance Limited (RSA) declining a claim under her home insurance policy for damage to her property following bad weather. Reference to RSA in this decision includes their agents. What happened In January 2023, ... (8 pages)View decision -
Decision Reference DRN-4051653
26 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4051653 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed in its duty by not completing sufficient due diligence when his Self-Invested Personal Pension (SIPP) was established and his pension monies were invested in a number of n... (35 pages)View decision
