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 122405 results
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Decision Reference DRN-4463547
8 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4463547 The complaint Mr H complains that Clydesdale Bank Plc (trading as Virgin Money) unfairly recorded a fraud marker against him and refuses to remove it. What happened Mr H held a current account with Virgin Money. In 2019, payments took Mr H into an unarranged overdraft. Mr H sai... (4 pages)View decision -
Decision Reference DRN-4504182
8 Dec 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4504182 The complaint Mrs P and Mr P complain that Barclays Bank PLC won’t refund disputed ATM withdrawals that they say they didn’t make or otherwise authorise. As most of the submissions were made by Mr P, for ease of reading, I’ll refer to him alone in this decision. What happened ... (7 pages)View decision -
Decision Reference DRN-4504133
8 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4504133 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money have provided him with poor service. What happened Mr R has said that he was unhappy with the way he was spoken to by a Virgin Money member of staff, and Mr R felt he had a bad attitude. He was also u... (3 pages)View decision -
Decision Reference DRN-4461470
8 Dec 2023 Ageas Insurance Limited UpheldInsuranceDRN-4461470 The complaint Mrs B and Mr B complain about Ageas Insurance Limited’s decision to decline a claim made under their home insurance policy and about delays in the handling of the claim. What happened The background to this complaint is well known to both parties, so I’ll provide ... (4 pages)View decision -
Decision Reference DRN-4389369
8 Dec 2023 One Insurance Limited UpheldInsuranceDRN-4389369 The complaint Mrs A complains about how One Insurance Limited handled a claim she made on her motor insurance policy. Reference to One Insurance includes its agents. What happened Mrs A holds a motor insurance policy with One Insurance. When her car was hit by a drunk driver wh... (2 pages)View decision -
Decision Reference DRN-4348448
8 Dec 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4348448 The complaint Mr W complains that Ikano Bank AB (publ) declined his claim under Sections 75 and 140 of the Consumer Credit Act 1974. What happened In 2020, Mr W purchased a solar panel with battery and smart thermostat system (“the system”) for his home from a supplier. He paid... (3 pages)View decision -
Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN-4492258
8 Dec 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4492258 The complaint Mr B complains that Future Wealth Management Ltd (FWM), an appointed representative of Pi Financial Ltd (Pi), gave him unsuitable advice to switch four personal pension plans to a Self-invested Personal Pension (SIPP) and invest with a discretionary fund manager (... (12 pages)View decision -
Decision Reference DRN-4473294
8 Dec 2023 Aviva Insurance Limited UpheldInsuranceDRN-4473294 The complaint Mr and Mrs B are unhappy that Aviva Insurance Limited haven’t paid a claim made on their travel insurance policy (the policy) in full. All references to Aviva include its medical emergency team and claim handlers. What happened When abroad on holiday with Mr B in ... (3 pages)View decision -
Decision Reference DRN-4395952
8 Dec 2023 Telefonica UK Limited UpheldInsuranceDRN-4395952 The complaint Ms H’s complaint relates to the sale of a mobile phone insurance policy by Telefonica UK Limited trading as O2. What happened Ms H says she found out on visiting an O2 store in March 2023 that she had been paying £6pm for an insurance policy covering a mobile phon... (4 pages)View decision
