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 121479 results
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Decision Reference DRN-5248855
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5248855 The complaint Miss A complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for support with her mortgage. What happened Miss A has a mortgage with Virgin Money that she was in the process of re-mortgaging towards the end of 2023. Miss A cal... (3 pages)View decision -
Decision Reference DRN-5246872
24 Jan 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5246872 The complaint Mrs M complains Paragon Bank Plc didn’t give her the option of funding a new fixed term deposit account straightaway and then ignored her instructions resulting in a loss of interest and inconvenience. What happened Mrs M had a fixed deposit with Paragon Bank t... (2 pages)View decision -
Decision Reference DRN-4767644
24 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4767644 The complaint Mr N complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund all the money he lost when he was the victim of a scam. What happened In May 2023, Mr N received a text message which appeared to be from Virgin Money saying a new standing order ha... (5 pages)View decision -
Decision Reference DRN-4652430
24 Jan 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4652430 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (‘Creation’) dealt with a claim he’d raised in relation to goods and services financed by a fixed sum loan agreement. What happened The circumstances of the complaint are well known, so I’m not go... (3 pages)View decision -
Decision Reference DRN-5283940
24 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5283940 The complaint Mr B and Mrs B complain that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly administer their account after falling victim to identity theft, leading to unnecessary stress and inconvenience. What happened As Mrs B was the principal accoun... (5 pages)View decision -
Decision Reference DRN-5282515
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5282515 The complaint Mrs G complains that HSBC UK Bank Plc mis-sold her a global money account (GMA) causing her to incur costs in exchange rate conversions over many transactions. What happened In November 2022, Mrs G went into a branch of HSBC. She advised the staff that she was ... (4 pages)View decision -
Decision Reference DRN-5248112
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5248112 The complaint Miss C complains about how esure Insurance Limited (esure) has handled a claim on her motor insurance policy. Miss C has been largely represented by her partner in this complaint. But for ease of reference, I shall refer to anything he’s said as being said by M... (3 pages)View decision -
Decision Reference DRN-5284008
24 Jan 2025 ReAssure Limited UpheldInvestmentsDRN-5284008 The complaint Mr and Mrs M have complained about the incorrect information they were given by ReAssure Limited (‘ReAssure’) about the transaction history of an investment bond they held which led to them incurring a tax liability. To put the matter right they would like tax ... (6 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision -
Decision Reference DRN-5189177
24 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189177 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited responded poorly to a third-party claim made against his motor insurance policy. What happened In March 2023 a third-party made a claim against Mr M’s Admiral motor insurance policy. The third party’s insure... (3 pages)View decision
