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 369227 results
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Decision Reference DRN-5613083
19 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5613083 The complaint Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities. What happened Ms H has an interest-only mortgage with Halifax. Ms H extended the term of her mortgage a few years ago and the mortgage balance... (3 pages)View decision -
Decision Reference DRN-5341175
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341175 The complaint Mr M complains Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card account. Mr M’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Va... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding agains... (27 pages)View decision -
Decision Reference DRN-5630991
19 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5630991 The complaint Mr and Mrs B complain that Aviva Insurance Limited declined a claim on their home buildings insurance policy. What happened Mr and Mrs B became concerned about water entering the garage at their property and causing damage. They looked into what was causing the... (2 pages)View decision -
Decision Reference DRN-5481019
19 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5481019 The complaint This complaint is about a term assurance policy held jointly by Mr K, and his late wife, Mrs K. Their son – who I shall call Mr E – is representing Mr K in pursuing the complaint. Mr E says Legal and General Assurance Society Limited (‘L&G’) has unreasonabl... (4 pages)View decision -
Decision Reference DRN-5338053
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5338053 The complaint Ms C, who is represented, complains that Santander UK Plc won’t reimburse her money she lost after making an investment. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Ms C was introduc... (3 pages)View decision -
Decision Reference DRN-5615485
19 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5615485 The complaint Mr S is unhappy with how Capital One (Europe) plc recorded information on his credit file. What happened In 2014 and 2016 Mr S took out credit cards with Capital One. Unfortunately, Mr S says he got into financial difficulty and suffered severe ill health. He ... (3 pages)View decision -
Decision Reference DRN-5187715
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5187715 The complaint Mr O complains that Starling Bank Limited has not refunded payments made to a business which he says acts fraudulently and did not provide him with what he paid for. What happened Between May and August Mr O made a number of card payments to a business, which I... (2 pages)View decision -
Decision Reference DRN-5536789
19 Jun 2025 Freetrade Limited Not upheldPensions and AnnuitiesDRN-5536789 The complaint Mr J complains that Freetrade Limited misled him about the terms of two offers to entice him to transfer money into his Self-invested Personal Pension (“SIPP”). What happened In January 2024 Freetrade sent Mr J an email letting him know about an offer for a fre... (3 pages)View decision -
Decision Reference DRN-5635983
19 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5635983 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a cryptocurrency investment scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M himself where I als... (4 pages)View decision
