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 369228 results
-
Decision Reference DRN-4723644
12 Apr 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4723644 The complaint Mr G complains that Intelligent Money Ltd (‘IM’) did not treat him fairly when dealing with his Self-Invested Personal Pension (‘SIPP’). He believes IM did not act in his best interests when it allowed high risk and unregulated investments to be made, and it did n... (83 pages)View decision -
Decision Reference DRN-4737385
12 Apr 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4737385 The complaint Mr R has complained about a car he acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”). What happened In November 2022 Mr R acquired a used car under a four-year hire purchase a... (7 pages)View decision -
Decision Reference DRN-4700015
12 Apr 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4700015 The complaint Ms G complains that Specialist Motor Finance Limited (‘SMF’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2019, Ms G acquired a used car financed by a hire purchase agreement from SMF. Ms G was required t... (3 pages)View decision -
Decision Reference DRN-4069307
12 Apr 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4069307 The complaint Mr C complains that eToro (UK) Ltd applied a stop loss to his share dealing account against his wishes and didn’t notify him of a change in the risk level of his investments. What happened Since 2017 Mr C has been using the copy trading facility in his investment ... (4 pages)View decision -
Decision Reference DRN-4737502
12 Apr 2024 National Westminster Bank Plc UpheldMortgagesDRN-4737502 The complaint Mr B complains that National Westminster Bank Plc (NatWest) has treated him unfairly when he applied to change his mortgage from repayment to interest only. What happened Mr B contacted NatWest after speaking with his broker in December 2022 to discuss changing hi... (7 pages)View decision -
Decision Reference DRN-4645773
12 Apr 2024 Vitality Health Limited Not upheldInsuranceDRN-4645773 The complaint Mrs M is unhappy that Vitality Health Limited has declined a claim she made on her private medical insurance policy (‘the policy’). What happened Mrs M took out the policy in early 2023 on a full medical underwriting basis. She’d previously been insured by Vitalit... (3 pages)View decision -
Decision Reference DRN-4599174
12 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4599174 The complaint Mr F complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened Mr F was looking for part time work when he was contacted on a messaging app by someone claiming to be a recruiter with a job opportunity. He was adde... (4 pages)View decision -
Decision Reference DRN-4686313
12 Apr 2024 AWP P&C S.A. Not upheldInsuranceDRN-4686313 The complaint Mr and Mrs M are unhappy that AWP P&C SA declined a claim made of their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-4734746
12 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4734746 The complaint Mr X is unhappy with the way AWP P&C SA handled a claim he made on his travel insurance policy. What happened Mr X has the benefit of a travel insurance policy linked to his current account (‘the policy’). He made claims on the policy relating to a trip abroad... (4 pages)View decision -
Decision Reference DRN-4710425
12 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4710425 The complaint Ms H complains about the difficulties she’s had making payments towards her credit card with Clydesdale Bank Plc, trading as Virgin Money, without attracting interest. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision
