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 360264 results
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Decision Reference DRN-4410624
20 Jan 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4410624 The complaint Mr F complains Advanced Payment Solutions Limited trading as Cashplus has caused him significant distress because it didn’t deal with his bankruptcy properly. He wants them to deal with the issue and pay him compensation. What happened Mr F has an account with Cas... (2 pages)View decision -
Decision Reference DRN-4500274
20 Jan 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4500274 The complaint Mr I and Mrs I have complained that Inter Partner Assistance SA (UK Branch) (IPA) declined a claim under their home emergency insurance policy and that the wording of the policy is not clear. What happened Mr I and Mrs I have a rental property which is covered by ... (3 pages)View decision -
Decision Reference DRN-4568178
20 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4568178 The complaint Mr C complains about how National Westminster Bank Plc trading as Ulster Bank dealt with his Individual Savings Account (ISA) transfer. What happened Mr C transferred his ISA to Ulster Bank in June 2023. He says there were problems with the transfer for which Ulst... (3 pages)View decision -
Decision Reference DRN-4225283
19 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4225283 The complaint Mr M complains that Bank of Scotland plc (BOS) won’t refund the money he lost when he fell victim to a scam. What happened Around March 2022, Mr M saw an investment opportunity being advertised on social media. He reached out and spoke to some social media profile... (4 pages)View decision -
Decision Reference DRN-4387111
19 Jan 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4387111 The complaint Mrs P is unhappy that BMW Financial Services (GB) Limited (“BMW”) recorded missed payments on her credit file about her hire purchase agreement. She’s also unhappy that they threatened to take legal action to recover the car and any outstanding debt. Mr P brought ... (4 pages)View decision -
Decision Reference DRN-4503034
19 Jan 2024 American International Group UK Limited Not upheldInsuranceDRN-4503034 The complaint Mr R complains that American International Group UK Limited (“AIG”) unfairly declined a claim he made under his mobile insurance policy. AIG is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AIG has a... (4 pages)View decision -
Decision Reference DRN-4454523
19 Jan 2024 Clydesdale Financial Services Limited UpheldBanking and PaymentsDRN-4454523 The complaint Mr A complains that Clydesdale Financial Services Limited (trading as Barclays Partner finance, BPF) blacklisted him and reported adverse information to the credit reference agencies. What happened Mr A entered into a fixed sum loan agreement with BPF in April 201... (3 pages)View decision -
Decision Reference DRN-4497829
19 Jan 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4497829 The complaint Ms C complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough when she fell victim to an investment scam. What happened In March 2023 Ms C, with the help of a representative, complained to Virgin Money that it hadn’t done enough when she made th... (2 pages)View decision -
Decision Reference DRN-4506459
19 Jan 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4506459 The complaint In 2021 Mr B changed the retirement date on his Scottish Equitable Plc trading as Aegon (‘Aegon’) pension from 65 to 58 years of age. As the pension was invested into a Cautious Lifestyle Strategy the change in retirement date resulted in a change to the underlyin... (5 pages)View decision -
Decision Reference DRN-4468438
19 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4468438 The complaint Mr F complains that Bank of Scotland plc trading as Halifax hasn’t provided him with the service it should have. What happened Mr F says that on 22 April 2023 he tried to make a room booking online using his Halifax card, but this was unsuccessful. He visited a br... (3 pages)View decision
