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 652 results
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Decision Reference DRN-3585395
23 May 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-3585395 The complaint Mr P complains that American Express Services Europe Limited, trading as American Express, won’t refund to him the payment that he and his wife made for a holiday product. He’s being represented in his complaint by a claims management company. What happened Mr P a... (4 pages)View decision -
Decision Reference DRN4170643
21 Nov 2013 Skandia Life Assurance Company Limited Not upheldInvestment and pensionsMr D’s complaint originates from Skandia Life Assurance Company Limited (Skandia) incorrectly calculating the total unit value of his pension fund on a statement produced in April 2012. Because of that error, the overall unit value was overstated and not consistent with the quoted tra... (3 pages)View decision -
Decision Reference DRN-3583119
6 Jun 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3583119 The complaint Mr M complains that MBNA Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr M and his wife entered into a purchase agreement in Octobe... (4 pages)View decision -
Decision Reference DRN-3583083
5 Jun 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3583083 The complaint Mrs G complains that The Royal Bank of Scotland plc won’t refund to her the money that she paid for some holiday club membership points. She’s being represented in her complaint by a claims management company. What happened Mrs G and her husband entered into a pur... (4 pages)View decision -
Decision Reference DRN-3542698
6 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3542698 The complaint Mrs M complains that Lloyds Bank plc won’t refund to her the money that she and her husband paid for an ownership interest in a holiday club. She’s being represented in her complaint by a claims management company. What happened Mrs M and her husband entered into ... (5 pages)View decision -
Decision Reference DRN7749897
21 Oct 2014 AXA PPP Healthcare Limited UpheldInsurance (excluding PPI)Ms F is unhappy with AXA PPP Healthcare Limited’s decision to exclude certain illnesses from cover under her policy on the basis that they are chronic.backgroundThe circumstances leading to this complaint, and my initial conclusions, are set out in my provisional decision of 9 September ... (5 pages)View decision -
Decision Reference DRN-4509323
12 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4509323 The complaint Mrs Z complains that HSBC UK Bank plc won’t refund to her the money that she paid for a timeshare interest. She’s being represented in her complaint by a claims management company. What happened I issued a provisional decision on this complaint in October 2023 in ... (4 pages)View decision -
Decision Reference DRN6340275
18 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs P complain that Lloyds Bank PLC should have done more to help them keep their various businesses going. The bank shouldn’t have allowed properties to be sold for such a low price. They’re concerned Lloyds may have charged them too much interest and ma... (3 pages)View decision -
Decision Reference DRN-5006709
7 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5006709 The complaint Mr E complains Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), closed his accounts after he’d been inappropriately spoken to by one of its manager’s. Mr E says Virgin’s actions have caused him substantive distress and inconvenience. And to put things r... (4 pages)View decision -
Decision Reference DRN-4421322
7 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4421322 The complaint Miss D complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for a holiday club membership. Her partner is also involved in her complaint and she’s being represented by a claims management company. What happened M... (4 pages)View decision