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 366763 results
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Decision Reference DRN-5284008
24 Jan 2025 ReAssure Limited UpheldInvestmentsDRN-5284008 The complaint Mr and Mrs M have complained about the incorrect information they were given by ReAssure Limited (‘ReAssure’) about the transaction history of an investment bond they held which led to them incurring a tax liability. To put the matter right they would like tax ... (6 pages)View decision -
Decision Reference DRN-4976458
24 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4976458 The complaint Mr and Mrs H complain about the way St. James's Place Wealth Management Plc (SJP) has managed their investment portfolio. They suffered losses during the period 2019 to 2023, and they believe this is a result of mismanagement of their investments. What ha... (5 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision -
Decision Reference DRN-5189177
24 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189177 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited responded poorly to a third-party claim made against his motor insurance policy. What happened In March 2023 a third-party made a claim against Mr M’s Admiral motor insurance policy. The third party’s insure... (3 pages)View decision -
Decision Reference DRN-4960069
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4960069 The complaint Miss A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Miss A was contacted by someone who said they had been given her details by a recruiter and had details of a potential job for her... (4 pages)View decision -
Decision Reference DRN-5139420
24 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5139420 The complaint Miss H complains about the quality of a used car she acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Miss H says that the car caught fire because of a ‘black box’ that was fitted when she purchased it. She wasn’t made aware ... (4 pages)View decision -
Decision Reference DRN-4992780
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992780 The complaint Ms Y complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms Y is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (11 pages)View decision -
Decision Reference DRN-5283912
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5283912 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to an investment scam that led him to believe his money was being traded in and g... (9 pages)View decision -
Decision Reference DRN-5002567
24 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5002567 The complaint Mr A complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr A was looking to book some flights and was contacted by a travel agent. He spoke to the agent... (3 pages)View decision -
Decision Reference DRN-4836714
24 Jan 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4836714 The complaint Mr B complains about the quality of a used car he acquired through a hire purchase agreement with Blue Motor Finance Ltd (‘Blue Motor’). Mr B says that the car was faulty straight away. He would like the car to be fixed, or the money he has paid into it, refund... (4 pages)View decision
