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 370903 results
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Decision Reference DRN-5053860
5 Nov 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5053860 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) unfairly refused to open an ISA and then failed to respond to his complaint. What happened Mr G says he tried to open an ISA in branch in early April 2024, but Virgin refused. Instead, Mr ... (2 pages)View decision -
Decision Reference DRN-5014164
5 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5014164 The complaint Mr C was unhappy that Admiral Insurance (Gibraltar) Limited (“Admiral”) deducted the outstanding premium on his motor insurance policy when settling his claim. What happened Mr C had a policy with Admiral, and he was paying the annual premium via agreed monthly... (2 pages)View decision -
Decision Reference DRN-4398370
5 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398370 The complaint Miss S complains that Monzo Bank Ltd hasn’t refunded any of the money she lost when she fell victim to a scam. What happened In June 2023, Miss S received an unexpected request from Monzo to verify a card payment she hadn’t made. Miss S declined this payment. ... (5 pages)View decision -
Decision Reference DRN-4767419
5 Nov 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4767419 The complaint Mr D complains that Trading 212 UK Limited (Trading 212) liquidated his investment holdings. What happened Mr D had a stocks and shares ISA provided by Trading 212 on an execution-only basis. In the ISA Mr D had an investment holding in a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5126175
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5126175 The complaint Mrs G complains that NewDay Ltd trading as Fluid (“NewDay”) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs G has brought her complaint via a representative but I will refer to her throughout for simplicity. What... (5 pages)View decision -
Decision Reference DRN-5126860
5 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5126860 The complaint Mr W complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (38 pages)View decision -
Decision Reference DRN-4714752
5 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-4714752 The complaint Mr W complains about the quality of a car supplied to him by Black Horse Limited trading as Jaguar Financial Services (“BHL”). Mr W has been represented. For clarity, I’ll only refer to Mr W throughout this decision. What happened Mr W acquired a used car under... (4 pages)View decision -
Decision Reference DRN-5036529
5 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5036529 The complaint Miss R complains that Monzo Bank Ltd hasn’t refunded her after she made payments to what now turns out to have been a scam employment opportunity. What happened Miss R found a job advertised through a well-known recruitment platform. She made contact with the e... (4 pages)View decision -
Decision Reference DRN-5093710
5 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5093710 The complaint T complains that Bank of Scotland plc’s Phonebank for Business (PB4B) service was compromised which meant access was lost for four weeks. What happened Mr M, T’s director, has told us that on 23 May 2024 access to Bank of Scotland’s PB4B service was lost. Bank... (2 pages)View decision -
Decision Reference DRN-5126501
5 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5126501 The complaint Mr W complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (39 pages)View decision
