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 370149 results
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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 -
Decision Reference DRN-5309236
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5309236 The complaint Ms M complains that Vanquis Bank Limited irresponsibly lent to her. Ms M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms M herself. What happen... (3 pages)View decision -
Decision Reference DRN-5304862
4 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5304862 The complaint Mr B has complained about his home insurer, AXA Insurance UK Plc. He feels it let him down when he made a claim following a water leak, including that it should have moved him out of his home. During the course of our Investigator considering this complaint, A... (3 pages)View decision -
Decision Reference DRN-5329637
4 Mar 2025 Yorkshire Building Society Not upheldMortgagesDRN-5329637 The complaint This complaint is about a mortgage and offset savings account (OSA) Mr V and Ms P hold with Yorkshire Building Society (YBS). The essence of the complaint is that after having allowed Mr V and Ms P to set up a direct debit to pay the mortgage from the OSA, YBS ... (5 pages)View decision -
Decision Reference DRN-5311871
4 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5311871 The complaint Mr N’s complaint is about two buy-to-let (BTL) mortgages. Mr N is unhappy that, after Clydesdale Bank Plc wasn’t able to offer him new mortgages when his existing mortgages reached the end of their terms, a broker was able to source new mortgages for him, throu... (2 pages)View decision -
Decision Reference DRN-4784462
4 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784462 The complaint Mr M complaints that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened I’ve included a table of the disputed payments: Date & Time Transaction Amount 22/9/23 20:30 Card payment to cryptocurrency exchange (B) -£100 23/9/23 20:5... (7 pages)View decision -
Decision Reference DRN-5369231
4 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5369231 The complaint In summary, Mr K complains about the provision of an overdraft on his current account, by Bank of Scotland Plc, trading as Halifax. He has asked for a refund of all interest and charges incurred as a result of having the overdraft. In bringing his complaint, ... (8 pages)View decision -
Decision Reference DRN-5365692
4 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5365692 The complaint Mr O complains about the quality of a used car he acquired through a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car (‘Oodle’). Mr O says that the car wasn’t of satisfactory quality as he had significant problems with it from ... (6 pages)View decision
