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-5217548
7 Jan 2025 Wakam Not upheldInsuranceDRN-5217548 The complaint Mr R complains Wakam unfairly declined to settle his claim on his home insurance policy and that it provided a poor level of service when dealing with his claim . Wakam are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (3 pages)View decision -
Decision Reference DRN-4987586
7 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987586 The complaint Mr C complains that Nationwide Building Society (NWide) won’t refund any money he lost in an investment recovery scam. What happened What Mr C says: Mr C invested approximately £1,000 in bitcoin in a bank in 2020. The bank went out of business and he assumed he... (4 pages)View decision -
Decision Reference DRN-4920143
7 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4920143 The complaint Mrs A complains that Barclays Bank UK PLC won’t reimburse her after she fell victim to a safe account scam. What happened Mrs A has explained that she received a call from an individual purporting to work for Barclays, querying whether Mrs A had made particular... (4 pages)View decision -
Decision Reference DRN-5234131
7 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5234131 Complaint Mr G has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to him. He says he shouldn’t have been provided with a credit card as it was unaffordable for him. Background Virgin Money provided Mr G with a credit card with a limi... (3 pages)View decision -
Decision Reference DRN-5179230
7 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5179230 The complaint Mr and Mrs G complain that Nationwide Building Society (“Nationwide”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” from 2013 onwards, Mr and Mr... (7 pages)View decision -
Decision Reference DRN-5143078
7 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5143078 The complaint Mrs R complains that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim she made on her home insurance policy following a storm. RSA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agen... (3 pages)View decision -
Decision Reference DRN-5223099
7 Jan 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5223099 Complaint Mr P has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided. Background Finio Loans provided Mr P with a loan for £1... (3 pages)View decision -
Decision Reference DRN-5195425
7 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5195425 Complaint Mr C has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In July 2019, Vanquis provided Mr C with a cre... (3 pages)View decision -
Decision Reference DRN-5242259
7 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5242259 The complaint Mr K complains that Zempler Bank Limited (“Zempler”) won’t refund his losses after he fell victim to a scam. What happened On 24 February 2024, Mr K opened an account with Vinted. Shortly after opening his account, he received contact from someone claiming to b... (2 pages)View decision -
Decision Reference DRN-5134183
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5134183 The complaint Mr P complains that U K Insurance Limited (“UKI”) hasn’t honoured a quote for a car insurance policy. What happened Mr P received a renewal quote for his car on 9 August 2024 for £1,334.41. He wasn’t happy with the quote as it was more than double what he’d pa... (3 pages)View decision
