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-4761137
8 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4761137 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money mis-sold him a credit card. Mr H wants Virgin Money to pay additional compensation and refund the annual fee. What happened Mr H opened a credit card account with Virgin Money in 2024. When he used Vi... (3 pages)View decision -
Decision Reference DRN-4717253
8 Jul 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4717253 The complaint Ms F's complaint is about the handing of claims made under a “Heating, Plumbing and Electrics” insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-4796252
8 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4796252 The complaint Mr and Mrs T have complained about the way that AXA Insurance UK Plc handled a claim under their contents insurance policy. References in this decision to AXA include its agents. What happened Mr and Mrs T made a claim to AXA after the block of flats where they li... (2 pages)View decision -
Decision Reference DRN-4895379
8 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4895379 The complaint Ms C complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake effective due diligence and accepted her application for a Self- Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property- ... (31 pages)View decision -
Decision Reference DRN-4886772
8 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4886772 The complaint Mr G complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) has treated him unfairly by requesting a payment for the impaired value of a car supplied under a hire purchase agreement he had voluntarily terminated. What ... (4 pages)View decision -
Decision Reference DRN-4602852
8 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4602852 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money won’t pay for repairs for goods he purchased using his Virgin Money credit card. He brings his complaint under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In February 2022... (4 pages)View decision -
Decision Reference DRN-4330543
8 Jul 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4330543 The complaint Mr E complains that eToro (UK) Ltd (‘eToro’) its fees for holding his trading positions overnight without notifying him about the increase. What happened Mr E had a trading account with eToro. The account allowed trading in contracts for difference (CFDs) and othe... (4 pages)View decision -
Decision Reference DRN-4895756
8 Jul 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4895756 The complaint Miss G complains about the quality of a car supplied by Go Car Credit Limited (‘GCC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Miss G took out a hi... (5 pages)View decision -
Decision Reference DRN-4771865
8 Jul 2024 MultiPass Platforms Limited Not upheldBanking and PaymentsDRN-4771865 The complaint A is a company which has a payment service account with MultiPass Platforms Limited (“MultiPass”). It complains that MultiPass will not register Mr D as its ultimate beneficial owner (or UBO), and that it cannot therefore use the account. It complains too that a p... (2 pages)View decision -
Decision Reference DRN-4679782
8 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4679782 The complaint B has complained that Lloyds Bank Plc “Lloyds” failed to set up a client account for it in a reasonable amount of time, which led to B incurring a number of charges and damage to its reputation. A director of B says that he also incurred personal costs because of ... (7 pages)View decision