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 364766 results
-
Decision Reference DRN-4475721
25 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4475721 The complaint Mr M complains about the service provided by Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), in connection with his fixed rate ISA. What happened Mr M had a fixed rate cash ISA with Virgin which matured on 24 June 2023. In advance of this date Mr M didn’t... (4 pages)View decision -
Decision Reference DRN-4705449
25 Mar 2024 Flagstone Group LTD UpheldBanking and PaymentsDRN-4705449 The complaint Mrs F complains that Flagstone Group LTD, a cash deposit platform, caused her to lose interest on her savings account in line with interest rate increases. What happened I set out the background to Mrs F’s complaint within my provisional decision and here. ‘Mrs F ... (5 pages)View decision -
Decision Reference DRN-4474943
25 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4474943 The complaint Miss B and Mr T complain that Nationwide Building Society didn’t tell them there was a cut- off date for changing their mind about a fixed interest rate deal which was just about to be applied to their mortgage. They said they lost out because of this. What happen... (3 pages)View decision -
Decision Reference DRN-4607185
25 Mar 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4607185 The complaint Miss G and Mr G are unhappy with the way that Scottish Equitable Plc trading as AEGON (Aegon) distributed the death benefits from their late father’s pension. What happened Miss G and Mr G’s late father had a stakeholder pension with Aegon. In 2008, he completed ... (3 pages)View decision -
Decision Reference DRN-4438150
25 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4438150 The complaint Mr J complains that Wise Payments Limited trading as Wise won’t refund the money he lost after he fell victim to an authorised push payment (“APP) scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here... (3 pages)View decision -
Decision Reference DRN-4268818
25 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4268818 The complaint Mrs S complains that she suffered a loss as a result of Aviva Life and Pensions UK Limited’s (Aviva) management of her pension and poor customer service. What happened Mrs S transferred the pension scheme she had with her employer to Aviva in 2011. Based on the ma... (3 pages)View decision -
Decision Reference DRN-4696519
25 Mar 2024 Mortgage Excellence Limited Not upheldMortgagesDRN-4696519 The complaint Mr and Mrs M complain that Mortgage Excellence Plc, under its then trading name of Police Mutual, delayed in arranging their new mortgage, which caused them financial loss. Mortgage Excellence Plc is now known as Mortgage Excellence Limited. What happened Mr and M... (4 pages)View decision -
Decision Reference DRN-4325136
25 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4325136 The complaint Mrs S complains National Westminster Bank Plc (“NatWest”) did not freeze interest on her overdraft after she says they told her they would. What happened Mrs S says she called NatWest in January 2023 to say she was in financial difficulties and needed help. She s... (2 pages)View decision -
Decision Reference DRN-4699919
25 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4699919 The complaint Miss G complains that Shop Direct Finance Company Limited acted irresponsibly in offering her a catalogue shopping account that was unaffordable for her. What happened Miss G opened an account with Shop Direct under its very brand in October 2017. It was initially... (4 pages)View decision -
Decision Reference DRN-4655788
25 Mar 2024 Scottish Widows Limited Not upheldInsuranceDRN-4655788 The complaint Mr T complains that Scottish Widows Limited have been charging too much for his increasing income protection plan. What happened As the background to this complaint is known by both parties I’ll only provide an overview of what happened. Mr T took out an income pr... (3 pages)View decision
