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-4680459
13 May 2024 Vodafone Limited Not upheldConsumer CreditDRN-4680459 The complaint Mr A complains about the outstanding amounts owed under two fixed sum loan agreements, taken out with Vodafone Limited. What happened In October 2021 and December 2022, Mr A applied for two fixed sum loans with Vodafone, to pay for two mobile telephone devices. Th... (4 pages)View decision -
Decision Reference DRN-4786658
13 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4786658 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications around six months apart. What happened In January 2022 Mr D applied for a credit card with Virgin Money. In the application, Mr D said ... (3 pages)View decision -
Decision Reference DRN-4739703
13 May 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4739703 The complaint Mrs R and Mr R complain about how Homeserve Membership Limited trading as Homeserve (Homeserve) renewed a plumbing and drainage policy on a property they no longer lived in (and a plumbing and drainage plus policy from 2017). References to Homeserve in this decisi... (4 pages)View decision -
Decision Reference DRN-4769535
13 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769535 The complaint Miss G complains that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and b... (4 pages)View decision -
Decision Reference DRN-4780940
13 May 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4780940 The complaint Miss B contacted us on behalf of D and complained that Aviva Life & Pensions UK Limited had declined a claim on one life assurance policy and another life and critical illness policy. What happened Miss B’s company, D, applied for the policies on 3 July 2019. ... (5 pages)View decision -
Decision Reference DRN-4770252
13 May 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4770252 The complaint A company, which I’ll refer to as M, complains that ClearBank Limited (a Tide account) won’t reimburse the funds it lost to a scam. Mr B, who is a director of M, brings the complaint on M’s behalf. What happened Mr B has explained that in around May 2023, he recei... (4 pages)View decision -
Decision Reference DRN-4761256
13 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4761256 The complaint Miss G complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under her pet insurance policy. What happened Miss G took out pet insurance with RSA on 1 July 2023. On 12 September 2023, Miss G took her cat to the vet as it had a... (2 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-4716967
13 May 2024 Newcastle Building Society UpheldInvestmentsDRN-4716967 The complaint Mr and Mrs T, complain that Newcastle Building Society (Newcastle) failed to provide them with an appropriate level of customer service in connection with their family trust. What happened The facts of this case are well known to the parties so, I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-4737128
13 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4737128 The complaint Mr G complains Santander UK Plc (“Santander”) made mistakes when he transferred money from his account with them to one overseas. What happened On 25 April 2023 Mr G tried to make a payment to his bank account overseas. Instead of the correct amount in sterling th... (2 pages)View decision
