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 369227 results
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Decision Reference DRN-5116808
12 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5116808 The complaint Mr F complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) mishandled a late/missing payment for a personal contract plan (“PCP”) he held with it. He also says it unfairly reported adverse information in respect o... (4 pages)View decision -
Decision Reference DRN-5192235
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5192235 The complaint Mr H complains that an agent working for Nationwide Building Society called him a racist. Mr H said he never used racist language, and he wanted an apology for what the agent had done. What happened Mr H said he was very unhappy with the customer service he’d r... (2 pages)View decision -
Decision Reference DRN-5188126
12 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5188126 The complaint Mr S complains that Santander UK Plc blocked access to his basic bank account, although he had been using it recently. He said it also seized his basic bank account card, then failed to replace it. What happened Mr S said that he went to his local Santander bra... (3 pages)View decision -
Decision Reference DRN-5037210
12 Dec 2024 MBNA Limited UpheldBanking and PaymentsDRN-5037210 The complaint Ms W complains about the amount of compensation that she’s been offered by MBNA Limited for issues arising from a credit card account that should have been closed. What happened Ms W had a credit card account with MBNA. She says that she repaid the outstanding ... (3 pages)View decision -
Decision Reference DRN-4639223
12 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4639223 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money he lost when he fell victim to a scam. What happened Mr W was looking for an investment opportunity online and came across a company I’ll call T. He didn’t know a... (3 pages)View decision -
Decision Reference DRN-5166901
12 Dec 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5166901 The complaint Mr C complains that Zurich Insurance Company Ltd (“Zurich”) unfairly declined his claim for damage caused by a storm, under his home buildings insurance policy. What happened Mr C says during the night on 19 October, or into the morning on 20 October 2024, two... (3 pages)View decision -
Decision Reference DRN-5193566
12 Dec 2024 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5193566 The complaint Mr T complains about AXA Insurance Designated Activity Company’s decision to decline his car insurance claim. What happened In December 2023, after storms and flooding, the power steering on Mr T’s car stopped working and his car broke down. He drove to the nea... (3 pages)View decision -
Decision Reference DRN-4897046
12 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4897046 The complaint Mr O complains that Starling Bank Limited won’t reimburse him money he lost after being a victim of a fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Mr O was loo... (3 pages)View decision -
Decision Reference DRN-4987871
12 Dec 2024 Columbia Threadneedle Management Limited Not upheldInvestmentsDRN-4987871 The complaint Mr E complains that Columbia Threadneedle Management Limited (Columbia) didn’t properly and fairly inform him about the costs of the investments held in his ISA account. What happened In about 2012 Mr E opened a stocks and shares ISA account with Columbia. In t... (9 pages)View decision -
Decision Reference DRN-4909537
12 Dec 2024 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-4909537 The complaint Mr K complains that Financial Administration Services Limited (Fidelity) failed to carry out instructions regarding his Self-Invested Personal pension (SIPP) accounts, mis-administered these and blocked online access to one account causing inconvenience and fin... (5 pages)View decision
