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-4749613
9 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4749613 The complaint Mr R has complained that AWP P&C S.A. has offered to consider only 50% of the claim he made on a travel insurance policy. What happened Mr R and a travelling companion were going on a trip abroad in September 2023, although it is only Mr R that is covered unde... (3 pages)View decision -
Decision Reference DRN-4886488
9 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4886488 The complaint Mr B is unhappy with Clydesdale Bank Plc trading as Virgin Money. Mr B said the wait times on telephone banking were unacceptable. Mr B said he had raised this last year and Virgin still hadn’t improved the service. Mr B doesn’t feel Virgin has done anything to im... (2 pages)View decision -
Decision Reference DRN-4897915
9 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4897915 The complaint Mr T complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (50 pages)View decision -
Decision Reference DRN-4871634
9 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4871634 The complaint Mr V has complained that Clydesdale Bank Plc (trading as Virgin Money) won’t refund transactions he says he didn’t make. What happened Mr V made a couple of in-app purchases for his child on his child’s device. In order to do so, he registered his full Virgin card... (3 pages)View decision -
Decision Reference DRN-4547052
9 Jul 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-4547052 The complaint Mr L complains that Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (Sun Life) failed to inform him properly about the pension options available from his employer during the purchase of a free standing additional volunta... (3 pages)View decision -
Decision Reference DRN-4797202
9 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4797202 The complaint Mr L has complained about the sale of a timeshare paid for using a loan provided by Shawbrook Bank Limited (“Shawbrook”). What happened In October 2017, Mr L along with another purchased a timeshare product (“the Timeshare”) from a timeshare provider (“the Supplie... (3 pages)View decision -
Decision Reference DRN-4831120
9 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4831120 The complaint Miss S is unhappy about the way in which American Express Services Europe Limited (AESEL) handled things when she reported unauthorised transactions on her account. What happened On 17 January 20342 Miss S contacted AESEL via online chat and reported three transac... (2 pages)View decision -
Decision Reference DRN-4818912
9 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4818912 The complaint Mr G complains that MBNA Limited (MBNA) won’t refund money he says he lost in a scam. What happened What Mr G says: Mr G says he was the victim of fraudulent activity on his account. He says someone called him and impersonated his bank. In October 2022, he reporte... (3 pages)View decision -
Decision Reference DRN-4804323
9 Jul 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4804323 The complaint Mr W complains that an adviser from Quilter Financial Services Ltd (Quilter) gave him unsuitable advice to transfer his pension. He feels that the advice was negligent and that it led to a financial loss. Mr W is represented in his complaint. But I’ll only refer t... (8 pages)View decision -
Decision Reference DRN-4824920
9 Jul 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4824920 The complaint Mrs F complains about the quality of a motorbike supplied to her by Honda Finance Europe Plc trading as Honda Financial Services (“HF”). Mrs F has been represented. For clarity, I’ve only referred to Mrs F throughout this decision. What happened Mrs F acquired a b... (5 pages)View decision