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 121876 results
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Decision Reference DRN-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision -
Decision Reference DRN-5277297
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5277297 The complaint Mrs F is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened Mrs F had an employment dispute and submitted a... (5 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision -
Decision Reference DRN-5284289
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5284289 The complaint Ms S and Mr T are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim they made under their home insurance policy. What happened There have been various business or individuals involved in the claim and complaint acting as agent... (7 pages)View decision -
Decision Reference DRN-5276720
24 Jan 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5276720 The complaint Mr G complains about the service he received from Scottish Friendly Assurance Society Limited (“Scottish Friendly”) when transferring the proceeds of his Personal Pension Plan (PPP) to another provider. He’d like compensation for what happened. What happened I... (10 pages)View decision -
Decision Reference DRN-5266532
24 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5266532 The complaint Ms W complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out suitable affordability checks. What happened In October 2019, Oodle provided Ms W with a hire purchase agreement thr... (4 pages)View decision -
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
