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-5312854
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5312854 The complaint Mr H complains that Vanquis Bank Limited irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H himself. W... (4 pages)View decision -
Decision Reference DRN-5356146
4 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5356146 The complaint Ms C complains that Royal & Sun Alliance Insurance Limited (“RSA”) would not agree to separate indemnity limits for claims she made on her legal expenses insurance policy. What happened Ms C made claims on her policy to cover the legal costs of proceedings ... (2 pages)View decision -
Decision Reference DRN-5179115
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5179115 The complaint Mr C complains that Wise Payments Limited (Wise) closed his account following a review of his business account. What happened Mr C had a personal account with Wise. Mr C has explained that he used the account to fund work projects. In October 2023, Wise decid... (3 pages)View decision -
Decision Reference DRN-5355416
4 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5355416 The complaint Mr S is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) attempted to collect the final payment due under a hire purchase agreement he had with them. Mr S has been represented during part of the claim and complaint process by Ms W, a profession... (5 pages)View decision -
Decision Reference DRN-5369581
4 Mar 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5369581 The complaint This complaint is about a mortgage Mr D holds with Bank of Ireland (UK) Plc - hereafter referred to as BOI. The essence of the complaint is that Mr D isn’t happy with how BOI handled an internal re-mortgage arranged to give him a new interest rate deal. He say... (3 pages)View decision -
Decision Reference DRN-5358031
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5358031 The complaint Mrs K and Mr K complaint about Aviva Insurance Limited (“Aviva”) and the service provided to them after they made a claim on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference... (6 pages)View decision -
Decision Reference DRN-5366500
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366500 The complaint In summary, Mr L complains that Vanquis Bank Limited, provided him with a credit card and credit limit increases that he wasn’t able to afford. In bringing the complaint, Mr L is represented by a business that I will refer to as P. What happened In 2009, Mr L... (5 pages)View decision -
Decision Reference DRN-5095024
4 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5095024 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money won’t reimburse him after he lost money to an investment – that he now considers to have been a scam – whereby he sent money to an account held at Virgin Money. Mr H is professionally represented i... (3 pages)View decision -
Decision Reference DRN-5242642
4 Mar 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5242642 The complaint Mrs G complains that Scottish Widows Schroder Personal Wealth Limited (“SPW”) didn’t provide the service regarding her investment portfolio she paid for and expected. What happened Mrs G originally invested with Scottish Widows in 2002 and 2004. She then joined... (3 pages)View decision -
Decision Reference DRN-5340396
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5340396 The complaint Mr M is unhappy Santander UK Plc (“Santander”) sent him a letter about an ATM dispute in the wrong size font despite him making it aware of his needs. What happened On 8 August 2024 Santander sent a letter to Mr M about a dispute he’d raised but it was in the s... (2 pages)View decision
