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-4912831
1 Aug 2024 MBNA Limited UpheldBanking and PaymentsDRN-4912831 The complaint Miss S complains that MBNA Limited was irresponsible in its lending to her. Miss S is represented by a third party but for ease of reference I have referred to Miss S throughout this decision. What happened Miss S was provided with a credit card by MBNA in 2017... (3 pages)View decision -
Decision Reference DRN-4869805
1 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4869805 The complaint Mr S complains that esure Insurance Limited wrongly gave him the impression he was insured with them to drive a vehicle which was later involved in a road traffic accident. What happened Mr S tells us that he contacted esure in March 2022 to buy a multicar insu... (3 pages)View decision -
Decision Reference DRN-4884806
1 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4884806 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money treated him unfairly when it closed his account. What happened Mr B held a Virgin Money current account and in late 2022 Virgin Money made the decision to close the account. In line with the account te... (3 pages)View decision -
Decision Reference DRN-4784077
1 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4784077 The complaint Mr O complains that Embark Services Limited (Embark) caused avoidable delays during the transfer of his Self-Invested Personal Pension (SIPP) from his existing provider – who I’ll refer to as provider A - to Embark. He also complains that it took Embark longer ... (8 pages)View decision -
Decision Reference DRN-4860977
1 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4860977 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges applied to his accounts refunded along with compensatory interest and any adverse information removed from his credit file. Mr S is represe... (4 pages)View decision -
Decision Reference DRN-4734805
1 Aug 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4734805 The complaint Mr B complains that his mortgage application was handled poorly by his broker – Fluent Money. He’s unhappy with the service he received and feels Fluent Money caused unnecessary delays to his application. Fluent Money is a trading name of Fluent Mortgages Horw... (6 pages)View decision -
Decision Reference DRN-4938066
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938066 The complaint Mrs B complains that Nationwide Building Society didn’t take action when her activity changed significantly on her account, and she entered a period of compulsive spending and gambling. What happened Mrs B explained that due to the medication she was taking she... (4 pages)View decision -
Decision Reference DRN-4924825
1 Aug 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4924825 The complaint Mrs C complains that Sesame Limited (Sesame) gave her unsuitable advice to start a Free Standing Additional Voluntary Contribution (FSAVC) plan. She thinks she would’ve been better advised making additional contributions into the in-house arrangements linked to... (8 pages)View decision -
Decision Reference DRN-4887354
1 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4887354 The complaint Mr L complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In February 2023, Mr L was contacted by someone on a social media platform who said they worked for an investment company. He was told the company... (6 pages)View decision -
Decision Reference DRN-4937952
31 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4937952 The complaint Miss W complains that HSBC UK Bank Plc has caused her to suffer an exchange rate loss. What happened Miss W was due to receive some money from an inheritance. It was to be paid in euros and Miss W wanted it to remain in euros until she was ready to exchange the... (5 pages)View decision