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 352408 results
-
Decision Reference DRN-4605574
13 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4605574 The complaint Mrs D complains Clydesdale Bank PLC trading as Virgin Money (Virgin) provided poor service when dealing with the maturity of her fixed rate ISA. What happened Mrs D says she held a fixed rate Individual Savings Account (ISA) with Virgin which matured in late Octob... (3 pages)View decision -
Decision Reference DRN-4605312
13 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4605312 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he’s lost as the result of falling victim to scams. What happened Mr C is represented in this case, but as the account is in his name and he made all the transactions, I’ll refer ... (7 pages)View decision -
Decision Reference DRN-4643128
12 Mar 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4643128 The complaint Mr K complains that St James’s Place UK plc (SJP) failed to process his pension transfer request to his employers’ pension scheme causing him inconvenience and losses. He wants compensation for his losses. What happened Mr K had a personal pension plan with SJP wh... (3 pages)View decision -
Decision Reference DRN-4632754
12 Mar 2024 UIA (Insurance) Limited UpheldInsuranceDRN-4632754 The complaint Mr C and Ms G are unhappy with the way UIA (insurance) Limited has handled claim made on their home insurance policy (‘the policy’). All reference to UIA includes its loss adjusters. What happened Mr C and Ms G’s home was damaged by smoke emitting from a tumble dr... (12 pages)View decision -
Decision Reference DRN-4435030
12 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4435030 The complaint Mr K complains that HSBC UK Bank Plc wouldn’t allow him to take a six month payment holiday on his mortgage. What happened Mr K has a mortgage with HSBC. The mortgage is secured over a leasehold property. Mr K was in arrears on the service charge owed to the freeh... (2 pages)View decision -
Decision Reference DRN-4424093
12 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4424093 The complaint Mr R complains Clydesdale Bank Plc, trading as Virgin Money, restricted his account without warning nor explanation causing him substantive distress and inconvenience. Mr R adds this happened at a time he discovered he had a serious illness, and he has been discri... (4 pages)View decision -
Decision Reference DRN-4516679
12 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4516679 The complaint Mrs M is complaining about HSBC UK Bank Plc trading as first direct because of problems she encountered when making enquiries about settling her loan account. She’s raised the following key issues: On 13 October 2023, HSBC failed to tell her the settlement quote ... (3 pages)View decision -
Decision Reference DRN-4624658
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624658 The complaint Mrs R is unhappy with the service she’s received from Monzo Bank Ltd surrounding a request she made to close her account. What happened Mrs R asked Monzo to close her Monzo account because she had never wanted it and had never used it. Monzo didn’t close her accou... (2 pages)View decision -
Decision Reference DRN-4453433
12 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4453433 The complaint Mr C complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr C entered into the c... (4 pages)View decision -
Decision Reference DRN-4678759
12 Mar 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4678759 The complaint Mr M is unhappy with a car that’s been supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“Volkswagen”). What happened In November 2022 Mr M signed a hire purchase agreement with Volkswagen. This was for a car that was... (6 pages)View decision