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 128312 results
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Decision Reference DRN-4972196
22 Aug 2024 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-4972196 The complaint Mr B complains that AIB Group (UK) Plc sent him statements for another customer’s account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-4083280
22 Aug 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4083280 The complaint Mr M complains that Novia Financial Plc (“Novia”) failed in its duty by not completing due diligence on the investments held in his Self-Invested Personal Pension (SIPP). He says this has resulted in him suffering a financial loss. Mr M is being represented in... (36 pages)View decision -
Decision Reference DRN-4980269
22 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4980269 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money (“VM”) has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I issued a provisional decision on Mr R’s complaint on 24 July 2024, a copy of whic... (12 pages)View decision -
Decision Reference DRN-4829661
22 Aug 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4829661 The complaint Miss N complains that Shawbrook Bank Limited (“Shawbrook”) extended the term of her loan without her consent and that they didn’t provide an adequate explanation. What happened Miss N took out a loan with Shawbrook in March 2017. Repayments were scheduled over ... (2 pages)View decision -
Decision Reference DRN-4732038
22 Aug 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4732038 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited (Aviva) provided him with an incorrect annuity value in January 2023. What happened Mr M has a Section 32 pension plan with Aviva, which had a guaranteed minimum pension (GMP). At the end of December 20... (5 pages)View decision -
Decision Reference DRN-4980615
22 Aug 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4980615 The complaint Mr L has complained that The Co-operative Bank Plc registered a fraud marker against him. What happened In 2022, Mr L fell victim to an investment scam. In late 2023, Mr L received a £420 transfer from someone he didn’t know. The scammer got in touch and explai... (4 pages)View decision -
Decision Reference DRN-4951982
22 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4951982 The complaint Miss K has complained Revolut Ltd won’t refund money she sent after being the victim of a scam. What happened In March 2023 Miss K received a call from someone saying they were from HMRC. They conned her into believing she had to send them money immediately. Sh... (4 pages)View decision -
Decision Reference DRN-4955563
22 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4955563 The complaint B, a limited company, complains that Barclays Bank UK PLC didn’t respond to its requests for a status enquiry leading to financial loss. What happened B explains that it needed to be registered with a regulator to operate. And that it required information from ... (4 pages)View decision -
Decision Reference DRN-4804717
22 Aug 2024 Tesco Mobile Limited UpheldConsumer CreditDRN-4804717 The complaint Mr B has complained Tesco Mobile Limited is asking him to repay a credit agreement for a handset which he didn’t order. What happened After splitting up from a long-term relationship, Mr B realised his ex-partner had renewed a mobile phone contract by taking ou... (2 pages)View decision -
Decision Reference DRN-4763878
22 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4763878 The complaint The estate of Mr E has complained National Westminster Bank plc paid funeral expenses despite their instruction otherwise and didn’t refund an unauthorised payment of £600. What happened Mr E died on 13 January 2023. His daughter and son, Ms E and Mr E, hold le... (3 pages)View decision