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 364422 results
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Decision Reference DRN-5087117
11 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5087117 The complaint Mrs L complains that Clydesdale Bank Plc trading as Virgin Money delayed her Individual Savings Account (ISA) transfer by nearly four months and provided poor communications. What happened Mrs L said she applied for an ISA online to be funded by an ISA transfe... (3 pages)View decision -
Decision Reference DRN-5199465
11 Dec 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5199465 The complaint Mr S and Mrs V are unhappy with Mortgage Agency Services Number Five Limited’s (MAS5) offer in relation to excess interest charged on their mortgage. They believe they are owed a larger refund than what’s been offered. What happened Mr S and Mrs V originally to... (7 pages)View decision -
Decision Reference DRN-5204400
11 Dec 2024 Idealing.com Limited UpheldInvestmentsDRN-5204400 The complaint Mr R complains Idealing.com Limited (“iDealing”) misled him about how changes to its coverage of Euronext securities would affect him. Background Mr R had an account with iDealing, holding various shares or securities. His complaint relates to a change iDealin... (9 pages)View decision -
Decision Reference DRN-5194629
11 Dec 2024 Topaz Finance Limited Not upheldMortgagesDRN-5194629 The complaint This complaint is about a loan Mrs and Mr W hold with Topaz Finance Limited trading as Heliodor Mortgages. In essence, the complaint is that during specified periods, Heliodor reported to credit reference agencies that their unsecured loan was in arrears by mo... (2 pages)View decision -
Decision Reference DRN-5154777
11 Dec 2024 Sainsbury's Bank Plc UpheldInsuranceDRN-5154777 The complaint Mr L has complained that the broker Sainsbury’s Bank Plc provided a poor service and failed to provide a refund when he bought two home insurance policies through it with Mrs L. What happened Mr L bought a home insurance policy through the broker Sainsbury’s vi... (2 pages)View decision -
Decision Reference DRN-5200169
11 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5200169 The complaint Mrs G complains that Red Sands Insurance Company (Europe) Limited declined a claim on her pet insurance policy. What happened Mrs G has pet insurance underwritten by Red Sands for her dog. She made a claim on her policy for treatment costs relating to surgery t... (3 pages)View decision -
Decision Reference DRN-5204361
11 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5204361 The complaint Mr A is complaining about the quality of a vehicle supplied to him by MotoNovo Finance Limited (MotoNovo). What happened In December 2020, Mr A acquired a vehicle via a hire purchase agreement with MotoNovo. He paid no deposit and borrowed £8,250 – the cash pri... (4 pages)View decision -
Decision Reference DRN-5198439
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5198439 The complaint Miss V complains that Revolut Ltd (‘Revolut’) won’t refund her after she fell victim to a scam. What happened In 2023, Miss V fell victim to a phishing scam. As a result, she shared her bank card details for an account she held at another bank – I’ll refer to ... (9 pages)View decision -
Decision Reference DRN-5171959
11 Dec 2024 Metro Bank PLC UpheldConsumer CreditDRN-5171959 The complaint Miss T complains that Metro Bank PLC (Metro Bank), trading as RateSetter, haven’t responded to her Data Subject Access Request (DSAR). Miss T has been represented by Mr M in this complaint. For ease, and because Miss T is the account holder, I’ll refer only to ... (2 pages)View decision -
Decision Reference DRN-5157127
11 Dec 2024 Pepper (UK) Limited UpheldMortgagesDRN-5157127 The complaint Ms M and Mr M are unhappy with how Pepper (UK) Limited trading as Engage Credit have treated them in relation to their mortgage. They believe the interest Engage Credit has charged has been too high and that it should have done more to support them when they we... (4 pages)View decision
