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 375119 results
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Decision Reference DRN-5245914
30 Jan 2025 Unum Ltd Not upheldInsuranceDRN-5245914 The complaint Miss A is unhappy that Unum Limited declined a claim made on a group income protection insurance policy. What happened Miss A has the benefit of a group income protection insurance policy through her employer (‘the policy’). Subject to the remaining terms, the... (3 pages)View decision -
Decision Reference DRN-4857925
30 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4857925 The complaint Mr N says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr N di... (2 pages)View decision -
Decision Reference DRN-5245660
30 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5245660 The complaint Mr N complains that Clydesdale Bank Plc trading as Virgin Money told him that he could open a persistent debt plan but later declined to open the plan. What happened Mr N holds two credit card accounts with Virgin Money. Mr N contacted Virgin Money in October 2... (2 pages)View decision -
Decision Reference DRN-4899670
30 Jan 2025 Modulr FS Limited UpheldBanking and PaymentsDRN-4899670 The complaint Mr T complains that Modulr FS Limited closed his account and removed funds that belonged to him when doing so. What happened Mr T had been engaging in some peer-to-peer cryptocurrency transactions through a cryptocurrency platform. He’d sell cryptocurrency in r... (3 pages)View decision -
Decision Reference DRN-5278600
30 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5278600 The complaint Mr W, who is represented by a third party, complains that FirstRand Bank Limited, trading as Motonovo Finance (‘Motonovo’), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In April 2017, Mr W acquired a used car f... (4 pages)View decision -
Decision Reference DRN-4908376
30 Jan 2025 Haven Protect Limited Not upheldPensions and AnnuitiesDRN-4908376 The complaint Mrs R complained that she was given unsuitable advice to transfer a defined benefit (DB) pension scheme to a type of personal pension, in 2020. She thinks that as a result, she has suffered a financial loss. Haven Protect Limited is responsible for answering th... (10 pages)View decision -
Decision Reference DRN-5170801
30 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5170801 The complaint Ms B complains about the decline of her home insurance claim by Ageas Insurance Limited (‘Ageas’). Ageas are the underwriters of this insurance policy. Some of this complaint is about the actions of their appointed agents. As Ageas accept they’re responsible fo... (4 pages)View decision -
Decision Reference DRN-5172200
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5172200 The complaint Ms F says Monzo Bank Ltd (“Monzo”) refuses to refund her for transactions on her account that she says she didn’t authorise. What happened The facts of this case are well known to both parties, and due to Ms F’s vulnerabilities, I understand it won’t be helpful... (2 pages)View decision -
Decision Reference DRN-4937706
30 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4937706 The complaint Miss K complains Clydesdale Bank Plc trading as Virgin Money recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened Miss K held a current and savings accounts with Virgi... (4 pages)View decision -
Decision Reference DRN-5172181
30 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172181 The complaint Ms F says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she didn’t authorise. What happened The facts of this case are well known to both parties, and due to Ms F’s vulnerabilities, I understand it is beneficial to keep things sh... (2 pages)View decision
