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 381082 results
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Decision Reference DRN-5330176
14 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5330176 The complaint Mr M is unhappy with the service provided by U K Insurance Limited (UKI) following a claim he made on his car insurance policy. What happened In January 2024 Mr M’s car was involved in an incident. Mr M was told UKI would settle his claim on a total loss basis... (3 pages)View decision -
Decision Reference DRN-4935229
14 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4935229 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary. Mr C tells us t... (3 pages)View decision -
Decision Reference DRN-5019183
14 Feb 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5019183 The complaint Dr D complains that despite paying ongoing advice charges since the inception of her St James’s Place Wealth Management Plc Retirement Account in 1997 she has only received a service from the adviser since 2021. She feels the charges levied between 1997 and 202... (4 pages)View decision -
Decision Reference DRN-5207294
14 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5207294 The complaint Mr B is unhappy that the new interest rate he agreed on his existing mortgage with The Royal Bank of Scotland Plc (RBS) was higher than that available to a new customer. What happened Mr B originally took out a mortgage with RBS in December 2021. The loan was f... (4 pages)View decision -
Decision Reference DRN-5019155
14 Feb 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5019155 The complaint Mr D complains that despite paying ongoing advice charges since the inception of his St James’s Place Wealth Management Plc Retirement Account in 1997 he received no service from the adviser until 2021. He feels the charges levied between 1997 and 2021 should b... (3 pages)View decision -
Decision Reference DRN-5253144
14 Feb 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5253144 The complaint Mrs M and Mr M complain about the way Acromas Insurance Company Limited (Acromas) handled the claim they made under their home insurance policy. As Mrs M has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened In May 202... (3 pages)View decision -
Decision Reference DRN-4889588
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4889588 The complaint Miss D is unhappy that Lloyds Bank PLC (“Lloyds”) wont refund her after she fell victim to an investment scam. What happened In August 2020, Miss D was looking for potential investment opportunities. She filled out some forms online and was subsequently contac... (9 pages)View decision -
Decision Reference DRN-5286071
14 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5286071 The complaint Mr and Mrs T complain that National Westminster Bank Plc (NatWest) didn’t protect them from an investment scam. Mr and Mrs T are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr and Mrs T in this decision. What ... (5 pages)View decision -
Decision Reference DRN-5313101
14 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5313101 The complaint Mr T has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), acted unfairly and unreasonably by deciding against paying a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr T, alongside his... (3 pages)View decision -
Decision Reference DRN-5331257
14 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5331257 The complaint Mr B complained about how Clydesdale Bank Plc trading as Virgin Money (VM) responded to a claim to refund a payment made for a service. What happened Mr B paid £178.50 to a supplier I’ll call S in April 2023. He contacted VM to dispute the transaction in Octo... (3 pages)View decision
