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 128535 results
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Decision Reference DRN-4816349
12 Jun 2024 UK Warranty Limited UpheldInsuranceDRN-4816349 The complaint Miss S has complained that UK Warranty Limited trading as Pacifica Warranty mis-sold a household warranty policy to her. What happened Miss S bought a household warranty policy over the phone with UK Warranty Limited in December 2023. Miss S made a claim as her fr... (2 pages)View decision -
Decision Reference DRN-4643911
12 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4643911 The complaint Mr B complains about the outcome of the review carried out by Quilter Financial Services Ltd (“Quilter”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this a... (9 pages)View decision -
Decision Reference DRN-4510479
12 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4510479 The complaint A company which I will refer to as D complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open accounts with the bank, and later failed to prevent them sendin... (7 pages)View decision -
Decision Reference DRN-4725917
12 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725917 The complaint Mr G complains that Clydesdale Bank Plc T/A Virgin Money blocked his card while he was abroad, which detriment affected him when he was attempting to travel back to the UK. What happened Mr G holds an account with Virgin Money (VM), which he’s held for many years.... (4 pages)View decision -
Decision Reference DRN-4558619
12 Jun 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4558619 The complaint Miss A is unhappy that a car supplied to her under a Hire Purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. What happened In May 2023, Miss A was supplied with a used car through a Hire Purchase agreement with St... (4 pages)View decision -
Decision Reference DRN-4848191
12 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4848191 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund the money he lost to what he believes was an investment scam. He is also unhappy Monzo didn’t reach out to the beneficiary bank when he asked it to. What happened The background to this complaint is well known to bo... (5 pages)View decision -
Decision Reference DRN-4848433
12 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4848433 The complaint A company which I will refer to as ‘D’, complains that Clydesdale Bank Plc failed to prevent the company falling victim to a scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, in December ... (7 pages)View decision -
Decision Reference DRN-4674165
12 Jun 2024 London Mutual Credit Union Limited UpheldBanking and PaymentsDRN-4674165 The complaint Ms J complains that her London Mutual Credit Union (“LMCU”) card was declined for contactless payment numerous times. What happened Ms J says that her LMCU card stopped working when trying to pay for bus travel on new year’s day when she was taking her children on... (2 pages)View decision -
Decision Reference DRN-4837653
12 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4837653 The complaint Mr D complains that Barclays Bank UK PLC didn’t provide him with clear information about the impact of engaging a debt management company (“DMC”) to assist him when he experienced financial difficulties. Mr D says that this has resulted in Barclays Bank UK PLC unf... (5 pages)View decision -
Decision Reference DRN-4410528
12 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4410528 The complaint Miss P has complained that she provided an income and expenditure form to Topaz Finance Limited trading as Heliodor Mortgages in November 2022 but it didn’t action the form. Instead, it instructed a field agent to visit her and charged her a fee for that. What hap... (4 pages)View decision