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-4456547
26 Jan 2024 Standard Life Assurance Limited Not upheldInvestmentsDRN-4456547 The complaint Ms A, as executrix and representative, complains on behalf of the estate of Mrs D about Standard Life Assurance Limited, referred to as “Standard Life”. She’s unhappy about what she calls the misinformation Standard Life provided, when it provided the final value ... (4 pages)View decision -
Decision Reference DRN-4530211
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530211 The complaint Mr S complains Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr S came across an article online which said a well-known television personality had made a significant amount of money investing in cryptoc... (5 pages)View decision -
Decision Reference DRN-4573004
26 Jan 2024 Topaz Finance Limited Not upheldMortgagesDRN-4573004 The complaint Mr and Mrs M complain that Topaz Finance Limited, trading as Heliodor Mortgages, has refused to extend their mortgage term or change part of the mortgage onto a repayment basis, and that it has charged them an excessive and unfair rate of interest. What happened M... (5 pages)View decision -
Decision Reference DRN-4195300
26 Jan 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4195300 The complaint Mrs C, who is represented by a professional representative (“PR”) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. I gat... (4 pages)View decision -
Decision Reference DRN-4375878
26 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4375878 The complaint Mr J complains that Monzo Bank Ltd 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. Instead, I will foc... (2 pages)View decision -
Decision Reference DRN-4584194
26 Jan 2024 Spreadex Limited Not upheldInvestmentsDRN-4584194 The complaint Mr R has complained that Spreadex Limited (‘Spreadex’) allowed him to bet irresponsibly causing him financial loss and impacted on his personal life. He is a vulnerable consumer with a gambling addiction which he says Spreadex should have been aware of. He would l... (5 pages)View decision -
Decision Reference DRN-4092004
26 Jan 2024 IG Index Limited Not upheldInvestmentsDRN-4092004 The complaint Mr A complains that several positions on his trading account held with IG Index Limited were incorrectly netted off when the account was set by default to ‘force open’ status. He says this was caused by an inherent IT problem with IG’s system and he’s incurred a l... (3 pages)View decision -
Decision Reference DRN-4357370
26 Jan 2024 Balance: Wealth Planning Limited Not upheldInvestmentsDRN-4357370 The complaint Ms R has raised concerns about Balance: Wealth Planning Limited (“Balance”) in relation to investment advice provided to her and the administration of the subsequent liquidation of her portfolio. What happened Ms R first became involved with Balance in April 2020.... (5 pages)View decision -
Decision Reference DRN-4484769
26 Jan 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4484769 The complaint Mr B complains that Scottish Equitable Plc trading as Aegon switched his pension investment funds without his authority or informing him and mismanaged those investments resulting in losses. He wants compensation for the losses. What happened Mr B joined a Group P... (5 pages)View decision -
Decision Reference DRN-4583902
26 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4583902 The complaint Mrs W complains that Shop Direct Finance Company Limited irresponsibly gave her two running account credit agreements she couldn’t afford to repay. What happened Mrs W applied for a catalogue shopping account with Shop Direct in 2016. She was given an initial cred... (3 pages)View decision
