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 119142 results
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Decision Reference DRN-3212422
27 May 2022 Cynergy Bank Limited UpheldBanking and PaymentsDRN-3212422 The complaint Mrs T complains that Cynergy Bank Limited (Cynergy) went ahead with an online ISA transfer after she had called it to cancel her request and in rectifying it transferred the funds to an ordinary account meaning it lost its ISA status. What happened Mrs T applied f... (3 pages)View decision -
Decision Reference DRN-2889524
27 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-2889524 The complaint Mr B has complained about how Bank of Scotland plc handled his mortgage accounts following his bankruptcy in March 2011. The mortgages were held with Birmingham Midshires (“BM”) and The Mortgage Business (“TMB”), both of which are trading names of Bank of Scotland... (5 pages)View decision -
Decision Reference DRN-3489596
27 May 2022 Amtrust Europe Limited UpheldInsuranceDRN-3489596 The complaint Mr C is unhappy Amtrust Europe Limited turned down a claim he made on his legal expenses insurance policy. What happened Mr C has legal expenses insurance with Amtrust provided as part of his home insurance policy. In February 2021 he made claim on his policy. The... (4 pages)View decision -
Decision Reference DRN-3503716
27 May 2022 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3503716 The complaint Mrs N complained as she thought she’d suffered financial loss as SJP hadn’t acted in the way she thought they ought to have done. What happened Mrs N had an existing relationship with the adviser, who was an appointed representative of SJP about whom she complains... (6 pages)View decision -
Decision Reference DRN-3501921
27 May 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3501921 The complaint Miss H complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat the full details again here. Instead I’ll focus... (2 pages)View decision -
Decision Reference DRN-3501863
27 May 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3501863 The complaint Miss D is unhappy at Shop Direct Finance Company Limited’s trading as Very (“Shop Direct”) handling of her account when she experienced financial difficulties. What happened Miss D had a credit agreement with Shop Direct. In February 2017, due to a change in her f... (5 pages)View decision -
Decision Reference DRN-3163231
27 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3163231 The complaint Mr A is unhappy that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) reported adverse information to credit reference agencies (“CRA’s”) about his hire agreement. He said this resulted in a declined mortgage application. What... (4 pages)View decision -
Decision Reference DRN-3283780
27 May 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3283780 The complaint Mrs A is unhappy that Bank of Scotland plc (“BOS”) didn’t change her name correctly following her getting married. What happened Mrs A visited a BOS branch to change the name on her accounts to her married name, having recently got married, and took a copy of her ... (2 pages)View decision -
Decision Reference DRN-3499306
27 May 2022 PCF Bank Limited UpheldConsumer CreditDRN-3499306 The complaint Mr B complains that a used car he acquired with finance from PCF Bank Limited (“PCF”) is of unsatisfactory quality. What happened Mr B got this car under a conditional sale agreement (CSA) he took out with PCF in March 2021. In July 2021 (after the car had travell... (4 pages)View decision -
Decision Reference DRN-3503328
27 May 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3503328 The complaint Mr J complains Wirecard Card Solutions Limited unfairly blocked his Pockit account and stopped him accessing his funds. He says they should return the funds and pay him compensation. What happened Mr J held a Pockit account. Each month he received a benefit paymen... (3 pages)View decision
