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 370149 results
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Decision Reference DRN-4535522
14 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4535522 Complaint Miss H is unhappy that Clydesdale Bank plc trading as Virgin Money (“Virgin Money”) didn’t reimburse her after she fell victim to a scam. Background In August 2023, Miss H fell victim to a scam. The precise details are unclear but, as I understand them, she was lookin... (3 pages)View decision -
Decision Reference DRN-4791700
14 May 2024 Foster Denovo Limited UpheldInvestmentsDRN-4791700 The complaint Mrs and Mr E complain about the lack of comprehensive annual reviews they received from Foster Denovo Limited (Foster Denovo) - after 2019 - for an Individual Savings Account (ISA) and pension drawdown plan they held between them. They’re unhappy about the ongoing... (9 pages)View decision -
Decision Reference DRN-4530601
14 May 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4530601 The complaint Mr M complains about a television he bought with credit provided by Shop Direct Finance Company Limited. What happened In May 2022 Mr M bought a television, under a buy now pay later agreement with Shop Direct. He needed to repay what he had borrowed by 14 June 20... (2 pages)View decision -
Decision Reference DRN-4783841
14 May 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4783841 The complaint Ms D has complained about the way The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) handled a claim she made on her buildings insurance policy. Reference to NFU includes its agents and representatives. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-4790073
14 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4790073 The complaint Mr R complains about the way Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a claim he made to it for a refund. What happened The background details of this complaint are well known to the parties – so I will only summarise them. It reflects my informa... (5 pages)View decision -
Decision Reference DRN-4217095
14 May 2024 LMAX Broker Limited Not upheldInvestmentsDRN-4217095 The complaint Mr Z complains that LMAX Broker Limited took longer than necessary in updating their anti- money laundering (AML) records, which then prevented him from adding funds to his existing contracts for difference (CFD) account. Mr Z says that because he wasn’t able to f... (6 pages)View decision -
Decision Reference DRN-4648918
14 May 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4648918 The complaint Mr H complains that Specialist Motor Finance Limited trading as Specialist Motor Finance (“SMF”) unfairly entered into a hire purchase agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unafforda... (3 pages)View decision -
Decision Reference DRN-4725966
14 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725966 The complaint Mrs C complains about the customer service she received when a credit card she held with Clydesdale Bank Plc trading as Virgin Money failed to work while she was abroad. Mrs C has been assisted in bringing her complaint by her husband but for ease of reference and... (4 pages)View decision -
Decision Reference DRN-4746422
14 May 2024 Santander UK Plc Not upheldMortgagesDRN-4746422 The complaint Mr D complains about underwriting problems, poor service, and delays which he encountered when making a mortgage application to Santander UK Plc. What happened Mr D applied for a mortgage on a property through a broker starting in November 2021. An issue arose abo... (4 pages)View decision -
Decision Reference DRN-4782269
14 May 2024 RAC Financial Services Ltd UpheldInsuranceDRN-4782269 The complaint Mr A has complained about the poor service he received when he sought assistance in Europe following a breakdown of his car. Mr A holds breakdown assistance cover with RAC Financial Services Ltd trading as RAC Insurance. What happened In August 2023 Mr A and his f... (4 pages)View decision
