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 364862 results
-
Decision Reference DRN-5398982
16 Apr 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5398982 The complaint Mr H, through a professional representative, has complained about the transfer of his Prudential Assurance Company Limited (“Prudential”) group personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in April 2016. Mr H’s QROPS was subsequ... (12 pages)View decision -
Decision Reference DRN-5399954
16 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5399954 The complaint Mr and Mrs Y complain about the way Nationwide Building Society (Nationwide) handled their application to port their lifetime mortgage to a new property. They also complain that they were not made aware that the fund provider for the mortgage would also have a ... (4 pages)View decision -
Decision Reference DRN-5375242
16 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5375242 The complaint Mr D complains about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim he made on his home insurance policy. He says they caused delays in completing works which led to his home and personal items becoming damaged. What happened Mr D he... (4 pages)View decision -
Decision Reference DRN-5427073
16 Apr 2025 Credit Blaustein Limited UpheldBanking and PaymentsDRN-5427073 The complaint Mr C is unhappy with Credit Blaustein Limited trading as Credit BLU. In February 2024 Mr C asked Credit Blaustein to transfer his balance (around 1400 EUR) to another account of his with a bank. The transfer never went through. Credit Blaustein said the money w... (2 pages)View decision -
Decision Reference DRN-5322167
16 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5322167 The complaint Mr W has complained Nationwide Building Society won’t refund him for numerous transactions he didn’t authorise. What happened In 2024 after being seriously ill and spending some time in a care home, Mr W noticed his Nationwide account had been practically empti... (3 pages)View decision -
Decision Reference DRN-5428431
16 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5428431 The complaint Mr S has complained Monzo Bank Ltd wouldn’t refund him when he didn’t get cash out of a cash machine. What happened Mr S used a cash machine on 19 August 2024 to withdraw £90. He didn’t get the cash but his Monzo account was still debited. Mr S immediately got ... (2 pages)View decision -
Decision Reference DRN-5490964
16 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5490964 The complaint Mr A1 and Mr A2 complain about Advantage Insurance Company Limited’s (‘Advantage’) handling of a claim on their car insurance policy, including its decision to decline the claim. What happened Mr A1 and Mr A2 held car insurance provided by Advantage. Mr A1 was... (5 pages)View decision -
Decision Reference DRN-5405540
16 Apr 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5405540 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. He wants to only be required to repay the amount he borrowed and for a suitable repayment plan to be set up for this. He also wants all negative info... (3 pages)View decision -
Decision Reference DRN-5282625
16 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5282625 The complaint Ms H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) didn’t properly pursue a chargeback and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In October 2023 Ms H made a hotel booking by phone. She had s... (2 pages)View decision -
Decision Reference DRN-4927994
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4927994 The complaint Mrs A complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost after she fell victim to a scam. What happened The circumstances of the complaint are well known to both parties, so I don’t intend to set these out in detail here. However, I’ll pr... (4 pages)View decision
