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 370902 results
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Decision Reference DRN-4833023
4 Jun 2024 Equifax Limited UpheldConsumer CreditDRN-4833023 The complaint Mr W complains that Equifax Limited incorrectly reported a financial associate on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In March 2023 Mr W contacted Equifax after... (3 pages)View decision -
Decision Reference DRN-4524420
4 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524420 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he sent money (£150) to somebody he knew for an investment opportunity. The payment was made via his debit card through an international m... (2 pages)View decision -
Decision Reference DRN-4721718
4 Jun 2024 Frost Money Ltd Not upheldBanking and PaymentsDRN-4721718 The complaint Mr H complaint Frost Money Ltd (Frost) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr H says several transactions on his account paid to the Google Play Store were not authorised by him. These transactions were ... (2 pages)View decision -
Decision Reference DRN-4832035
4 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4832035 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early to mid-2013, Mr H was ... (42 pages)View decision -
Decision Reference DRN-4716789
4 Jun 2024 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-4716789 The complaint Mr O says Aioi Nissay Dowa Insurance UK Limited cancelled his motor insurance policy and recorded it, leading to indefinite financial detriment for him due to higher premiums. What happened The policy started on 4 June 2023. Aioi told Mr O by letter and email (fol... (3 pages)View decision -
Decision Reference DRN-4719437
4 Jun 2024 Santander UK Plc Not upheldMortgagesDRN-4719437 The complaint Mr and Mrs K complain that the information Santander UK Plc gave them when switching their mortgage product wasn’t clear. As a result, they say they’ve lost out on being able to switch to a more preferable deal. What happened On 13 November 2023 Mr K called Santan... (4 pages)View decision -
Decision Reference DRN-4832043
4 Jun 2024 ONMO Limited UpheldBanking and PaymentsDRN-4832043 The complaint Mr J complains that ONMO Limited (“Onmo”) failed to properly administer his refund for transactions he didn’t recognise, apply other refunds and didn’t provide an adequate level of customer service. What happened Mr J operated an Onmo credit account and noticed a ... (7 pages)View decision -
Decision Reference DRN-4756669
4 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4756669 The complaint Mr A complains that National Westminster Bank Plc (‘NatWest’) unfairly closed his bank accounts. He wants NatWest to allow him to have a personal account and to remove his name from its banned list. What happened Mr A had a number of bank accounts provided by NatW... (3 pages)View decision -
Decision Reference DRN-4531368
4 Jun 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4531368 The complaint This complaint is about a mortgage Mr B and Mrs R hold with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that Mr B and Mrs R believe that VM mis-sold new interest rate products to them by falsely presenting them as variable rat... (4 pages)View decision -
Decision Reference DRN-4830148
4 Jun 2024 ReAssure Life Limited UpheldInsuranceDRN-4830148 The complaint Mr W complains about mistakes made by ReAssure Life Limited which meant that his Whole of Life policy became non-qualifying. What happened One of our Investigators looked into the complaint and thought the offer made by ReAssure was a fair way of putting things ri... (2 pages)View decision
