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 360982 results
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Decision Reference DRN-4996615
2 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4996615 The complaint Mr E complains about the service received from Clydesdale Bank Plc trading as Virgin Money when opening an Individual Savings Account (ISA). Mr E is represented in this complaint by a family member – Ms H. What happened Mr E (a minor) attempted to open an on-... (3 pages)View decision -
Decision Reference DRN-4896006
2 Oct 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4896006 The complaint Mr D complains that Zopa Bank Limited declined his request for interest accrued on a fixed rate bond to be paid to him directly instead of being added to the balance. What happened In April 2021 Mr D opened up a five year fixed rate bond with Zopa Bank. Mr D m... (3 pages)View decision -
Decision Reference DRN-4759646
2 Oct 2024 Swift 1st Limited Not upheldMortgagesDRN-4759646 The complaint Mr and Mrs H have complained about a secured loan they hold with Swift Advances. The loan is administered by Swift 1st Limited trading as Swift Advances and that is the entity responsible for dealing with this complaint. Any reference to Swift in this decision ... (4 pages)View decision -
Decision Reference DRN-4877105
2 Oct 2024 Nationwide Building Society Not upheldInvestmentsDRN-4877105 The complaint Mr L complains that when he invested a large sum in a Nationwide Building Society account Nationwide did not tell him that he wouldn’t be able to access his funds for two years. What happened Mr L had a number of accounts with Nationwide and went to a branch o... (3 pages)View decision -
Decision Reference DRN-5037028
2 Oct 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5037028 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-4573860
2 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4573860 The complaint Mrs Q complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) contacted her saying they would recover the vehicle that she had acquired using a hire purchase agreement with them. Mrs Q says this caused unnecessary stress and alarm as she was in an agreed p... (3 pages)View decision -
Decision Reference DRN-4774152
2 Oct 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4774152 The complaint Ms P complains that Scottish Equitable Plc trading as Aegon (Aegon) didn’t invest her money in line with the risk profile set out. Her fund suffered significant losses and she believes the risk ratings of her funds changed dramatically but says Aegon did nothin... (4 pages)View decision -
Decision Reference DRN-5053645
2 Oct 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5053645 The complaint Mr C complains about the poor service provided by Phoenix Life Limited after he enquired about accessing his pension. The value of the pension subsequently fell significantly, and Mr C considers he would have received a higher value had it not been for the firm... (3 pages)View decision -
Decision Reference DRN-4587841
2 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4587841 The complaint Mr D complains about the way AXA Insurance UK Plc dealt with a buildings insurance claim and the distress caused by delays with the claim. What happened Mr D is the leasehold owner of a flat. The building insurance is arranged by the freeholder but he is able t... (2 pages)View decision -
Decision Reference DRN-4933651
2 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4933651 The complaint Mr C is unhappy that Santander UK Plc won't refund transactions on his account which he says he didn't make or authorise. What happened Mr C says he lost his bag which contained his bank card and mobile phone. On 20 March 2024 he contacted Santander a... (4 pages)View decision
