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
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Decision Reference DRN-5382443
16 Apr 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5382443 The complaint Mr A complains that Vanquis Bank Limited (‘Vanquis’) tried to collect a payment earlier than agreed, and this led to his personal loan account being defaulted. Mr A says he can repay his loan in full and wants the default removed from his credit file. What ha... (3 pages)View decision -
Decision Reference DRN-5160558
16 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5160558 The complaint Ms A complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) did not manage her chargeback claim properly, failed to communicate with her and re-debited the disputed sum without prior notice. She also says that her luggage was damaged. What happen... (2 pages)View decision -
Decision Reference DRN-5490375
16 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5490375 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. Mr R is represented by a firm I’ll call C, and for ease I’ve referred to comments made by C as though made by Mr R. What happened The details of this complaint are well known to both parties,... (10 pages)View decision -
Decision Reference DRN-5439829
16 Apr 2025 Saga Services Limited Not upheldInsuranceDRN-5439829 The complaint Mrs H is unhappy that her broker Saga Services Limited (“Saga”) made administrative mistakes and provided poor service whilst handling her home insurance needs. What happened Mrs H’s personal circumstances meant that her insured property address was different t... (2 pages)View decision -
Decision Reference DRN-5467202
16 Apr 2025 Scottish Widows Limited UpheldInsuranceDRN-5467202 The complaint Mrs F’s complained that Scottish Widows Limited unfairly declined the claim she made following her cancer diagnosis. What happened In 2017, Mrs F was working for a company I’ll call B. B offered their employees a number of benefits through their flex scheme, i... (3 pages)View decision -
Decision Reference DRN-5441993
16 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5441993 The complaint Mr F is unhappy that Legal and General Assurance Society Limited terminated a claim he made on his employer’s group income protection scheme. What happened Mr F made a successful claim on his employer’s group income protection policy. The claim has been paid fo... (3 pages)View decision -
Decision Reference DRN-5306564
16 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5306564 The complaint Mr L complains American Express Services Europe Limited (“AESEL”) closed his account without explanation or notice. What happened Mr L opened a card account with AESEL in November 2023 which earned cashback on purchases. He was unhappy to learn in June 2024 - a... (3 pages)View decision -
Decision Reference DRN-5451606
16 Apr 2025 Corbel Partners Limited Not upheldPensions and AnnuitiesDRN-5451606 The complaint Mr F has complained about the advice he received from Corbel Partners Limited (‘CPL’) relating to his personal pension. Mr F says CPL advised him to switch his pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) and this has led to a loss. What... (6 pages)View decision -
Decision Reference DRN-5486817
16 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5486817 The complaint Ms Z complains that Barclays Bank UK PLC didn’t do enough to prevent her from falling victim to a scam. Ms Z has been represented in the complaint by a firm of solicitors. What happened The background to this case is familiar to both parties, so I’ll simply sum... (6 pages)View decision -
Decision Reference DRN-5137518
16 Apr 2025 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5137518The complaint Mr Z complains about his investment in a commercial property using a SIPP provided by James Hay Administration Company Ltd (“James Hay”). He says that\<br />View decision
James Hay failed to act in accordance with its legal obligations in connection with the lease and sale of ... (4 pages)
