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 364422 results
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Decision Reference DRN-4855109
27 Jun 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4855109 The complaint Mr C is unhappy J.P. Morgan Europe Limited (trading as Chase) won’t refund the money he lost to a scam. What happened In August 2023 Mr C fell victim to a cryptocurrency scam. He’d seen an advert for the investment online – and it appeared to be endorsed by two we... (4 pages)View decision -
Decision Reference DRN-4770279
27 Jun 2024 Tradex Insurance Company Limited UpheldInsuranceDRN-4770279 The complaint Mr K has complained about the valuation Tradex Insurance Company Limited paid for his stolen car when he made a claim under his motor trade insurance policy. He complained that Tradex didn’t reimburse him for repair costs he paid for just before his car was stolen... (3 pages)View decision -
Decision Reference DRN-4849061
27 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4849061 The complaint Mrs H complains that Sainsbury’s Bank Plc lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs H applied for a credit card wi... (3 pages)View decision -
Decision Reference DRN-4859412
27 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4859412 The complaint Mr and Mrs B complain that esure Insurance trading as Sheila’s Wheels (whom I’ll refer to as ‘esure’ for ease hereafter) took too long to resolve their claim and want fair compensation for the impact of the delays. What happened There are broadly two parts to this... (2 pages)View decision -
Decision Reference DRN-4785638
27 Jun 2024 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-4785638 The complaint Mr S is represented. He holds a Self-Invested Personal Pension (‘SIPP’) provided by Embark Pensions (‘EP’) – the SIPP was a ‘Liberty SIPP’ which EP took over. He obtained a statement of charges from EP and noticed a fee of £1,889.29 paid from the SIPP to True Pote... (3 pages)View decision -
Decision Reference DRN-4840391
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4840391 The complaint Mr F complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is wel... (5 pages)View decision -
Decision Reference DRN-4871605
27 Jun 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4871605 The complaint Mr and Mrs S have complained that Great Lakes Insurance SE has paid out a reduced amount on a claim they made on a travel insurance policy. As it is Mr S leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs S ... (3 pages)View decision -
Decision Reference DRN-4729777
27 Jun 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4729777 The complaint Mr M complains that his account with National Savings and Investments (“NS&I”) was suspended after failing to answer his account security questions correctly. Mr M is particularly unhappy NS&I didn’t warn him it was his last attempt to get the answers righ... (4 pages)View decision -
Decision Reference DRN-4555025
27 Jun 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4555025 The complaint Mrs H’s complaint is about a buy-to-let mortgage she had with Clydesdale Bank Plc trading as Virgin Money. She says she was given an incorrect amount when she asked for a redemption figure in early 2023. This meant that she sold the property for less than the amou... (4 pages)View decision -
Decision Reference DRN-4845123
27 Jun 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4845123 The complaint Mrs A complains about how The Co-operative Bank Plc trading as Platform treated her at the end of the term of her interest only mortgage. What happened Mrs A had a mortgage with Platform. In 2019 she’d taken a fixed interest rate, which was due to expire on 29 Feb... (5 pages)View decision
