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 364766 results
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Decision Reference DRN-5222876
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222876 The complaint Mr S complains that NewDay Limited declined his applications for a credit card. What happened Mr S made multiple applications to NewDay for a credit card account which were declined, even though he has two active credit card accounts with NewDay. He complained ... (2 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5236469
27 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5236469 The complaint Mr S complained about Haven Insurance Company Limited’s valuation of his car when he claimed under his motor insurance policy. What happened After Mr S’s car was damaged in an accident, Haven decided that it was beyond economic repair. They offered him an amoun... (4 pages)View decision -
Decision Reference DRN-5227921
27 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5227921 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in two investments. What happened This complaint and decision covers two payments made into two different investments. What Mr S says: Investment (1): On 29 January 2018, Mr S made a payment... (7 pages)View decision -
Decision Reference DRN-5186065
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5186065 The complaint Ms M complains that the car she acquired through Stellantis Financial Services UK Limited t/a PSA (“SFS”) wasn’t of satisfactory quality. She says there’s been a number of faults from the day the car was purchased, and this has affected her family and caused di... (4 pages)View decision -
Decision Reference DRN-5200488
27 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5200488 The complaint Mr M has complained that The Royal London Mutual Insurance Society Limited didn’t offer cover for type 1 Diabetes under his critical illness policy. What happened The background to this complaint is not in dispute. In summary Mr M took out a critical illness po... (2 pages)View decision -
Decision Reference DRN-5245793
27 Jan 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5245793 The complaint Mr W complains that Bank of Scotland plc trading as Halifax unfairly recorded a default on his credit file. What happened Mr W had a loan with Halifax and in late 2023 it agreed a three month payment break. Halifax wrote to Mr W on 27 October 2023 to confirm n... (3 pages)View decision -
Decision Reference DRN-5031692
27 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5031692 The complaint S, a company, complains that Zempler Bank Limited restricted its account and requested unnecessary verification documents. S says that the bank’s actions have caused financial loss. What happened S is a company which has had an account with Cashplus since 2020.... (3 pages)View decision -
Decision Reference DRN-5279563
27 Jan 2025 UBS AG UpheldMortgagesDRN-5279563 The complaint Mrs K complains about costs applied by UBS AG to her mortgage. Mrs K is represented by a firm of solicitors that I’ll refer to as “M”. What happened Mrs K took out a mortgage with UBS in 2014. The mortgage was on an interest only basis and the funds were drawn ... (9 pages)View decision -
Decision Reference DRN-5276165
27 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5276165 The complaint Mrs S complains about HSBC UK Plc and its role in financial abuse that she has suffered and unsatisfactory court cases concerning her housing and family she has been involved in. What happened Mrs S said she suffered a breakdown following economic abuse in 201... (3 pages)View decision
