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-4784688
14 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4784688 The complaint Mr M says Tandem Personal Loans Ltd lent irresponsibly when providing him with a loan in 2019. What happened In September 2019, Tandem loaned Mr M £6,650 over a 48-month term. The purpose of the loan was to consolidate existing debt. The interest rate on the loan ... (3 pages)View decision -
Decision Reference DRN-4731688
14 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4731688 The complaint Mr M is unhappy that Bank of Scotland plc, trading as Halifax, defaulted his account. What happened On 29 November 2023, Mr M received a letter from Halifax advising him that they had defaulted his credit card account for non-payment and that he had an outstanding... (3 pages)View decision -
Decision Reference DRN-4669915
14 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4669915 The complaint W, a limited company, complains that Clydesdale Bank Plc (trading as Virgin Money) have been unreasonable in declining to refund money lost as the result of a result of a scam. W would like the losses refunded to them. What happened W holds accounts with Virgin. I... (3 pages)View decision -
Decision Reference DRN-4678675
14 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678675 The complaint Mr C complains Monzo Bank Ltd refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says he lost his phone while on the bus on 6 September 2023. It was handed in and he collected it from a bus terminal... (2 pages)View decision -
Decision Reference DRN-4703968
14 May 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4703968 The complaint Mr T complains National Savings and Investments (NS&I) provided poor customer service when he attempted to withdraw funds from his premium bond account. What happened Mr T says in late July 2023 he contacted NS&I to enquire about transferring funds from hi... (3 pages)View decision -
Decision Reference DRN-4727959
14 May 2024 OPUS Independent Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4727959 The complaint Mr R is unhappy with the time it took to complete a transfer following a recommendation from Opus Independent Financial Planning Limited (Opus) that Mr R transfer his pension fund. I understand that Mr R’s wife was in a similar position and the correspondence I’ve... (4 pages)View decision -
Decision Reference DRN-4782302
14 May 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4782302 The complaint Mrs B’s complaint is about the service provided by British Gas Insurance Limited in relation to a boiler insurance policy. What happened Mrs B had a boiler insurance policy with British Gas, which included an annual service of her boiler. British Gas serviced the ... (10 pages)View decision -
Decision Reference DRN-4418475
14 May 2024 Tier One Capital Wealth Management Limited Not upheldPensions and AnnuitiesDRN-4418475 The complaint Mrs L has complained that Tier One Capital Wealth Management Limited (TOCWM) (formerly Carrick Financial Management Limited but referred to as TOCWM throughout) failed to provide her with suitable advice and/or sufficient information to enable her to make a fully ... (4 pages)View decision -
Decision Reference DRN-4567094
14 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4567094 The complaint Mrs M on behalf of herself and Miss M complain about the service received from Nationwide Building Society (“Nationwide”) when Mrs M was trying to switch bank accounts to obtain an incentive payment. What happened Mrs M wished to switch three accounts including he... (2 pages)View decision -
Decision Reference DRN-4454237
14 May 2024 Charles Street Securities Europe LLP Not upheldInvestmentsDRN-4454237 The complaint Ms W, Mr M, Mr F, and an Independent Financial Adviser (‘IFA’) as executors complain on behalf of the estate of Mr B about Charles Street Securities Europe LLP (‘CSS’). In summary, they say: Mr B was mis-sold investments. He had insufficient investment knowledge... (7 pages)View decision
