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 370903 results
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Decision Reference DRN-4583482
3 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4583482 The complaint Ms P is unhappy with how Clydesdale Bank Plc trading as Virgin Money handled a quality of goods claim she made to them. What happened Ms P purchased a door from a supplier I shall call “W” in September 2022 and arranged for it to be fitted. She noted that there we... (4 pages)View decision -
Decision Reference DRN-4541206
3 Jun 2024 IG Markets Limited UpheldInvestmentsDRN-4541206 The complaint Mr K complains that IG Markets Limited (‘IG’) acted unfairly by not following the Financial Conduct Authority’s (FCA) negative balance protection rule on his contracts for difference (CFD) account following a margin call. He also states that the margin call IG mad... (5 pages)View decision -
Decision Reference DRN-4819237
3 Jun 2024 Go Car Credit Limited Not upheldConsumer CreditDRN-4819237 The complaint Miss M complains that Go Car Credit Limited (GCC) removed a joint account holder from a hire purchase agreement and are asking her to repay the full sum due under the agreement. What happened In August 2022 Miss M entered a hire purchase agreement with a joint par... (2 pages)View decision -
Decision Reference DRN-4791175
3 Jun 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4791175 The complaint Mrs A has complained about the drop in the value of the pension plan she held with Scottish Widows Limited, saying that a 20% reduction in that value so close to her retirement age cannot be justified. What happened When Mrs A was around 12 months away from her re... (4 pages)View decision -
Decision Reference DRN-4830250
3 Jun 2024 The Royal Bank of Scotland Plc Not upheldInvestmentsDRN-4830250 The complaint Mr and Mrs M complain they paid The Royal Bank of Scotland Plc (“RBS”) around £7000 in fees unnecessarily for a mortgage guarantee and would like RBS to refund this to them. They also seek a refund of fees paid to RBS for managing their investment portfolio, on th... (6 pages)View decision -
Decision Reference DRN-3921411
3 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3921411 The complaint Miss M has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (... (7 pages)View decision -
Decision Reference DRN-4717078
3 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4717078 The complaint Mr L complains that Wise Payments Limited (“Wise”) won’t refund the money he lost as a result of an employment scam. He’s being supported by a representative. To keep things simple, I’ll refer to Mr L throughout this decision. What happened The background to this ... (3 pages)View decision -
Decision Reference DRN-4798553
3 Jun 2024 Suttons Independent Financial Advisers Limited Not upheldInsuranceDRN-4798553 The complaint Mr H says Suttons Independent Financial Advisors Limited mis-sold him a life insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll instead focus on giving the reasons fo... (2 pages)View decision -
Decision Reference DRN-4827921
3 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4827921 The complaint Mr C and Ms R complain about the way that Zurich Insurance PLC has handled a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (5 pages)View decision -
Decision Reference DRN-4808091
3 Jun 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4808091 The complaint Miss S complains that Vanquis Bank Limited lent irresponsibly when it approved a credit card application she made and later increased her credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decisi... (3 pages)View decision
