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
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Decision Reference DRN-5349124
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349124 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr G himself. What happen... (2 pages)View decision -
Decision Reference DRN-5218785
20 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5218785 The complaint Miss M complains that Wise Payments Limited closed her account. What happened Miss M had an account with Wise which she opened in April 2020. In October 2024, Wise decided to close Miss M’s account. It said this was because it thought she hadn’t followed its ac... (2 pages)View decision -
Decision Reference DRN-5363640
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5363640 The complaint F a limited company complains Zempler Bank Limited unfairly restricted and closed its accounts. F is represented by Mr M, a director. What happened F held a business account with Zempler, which was flagged and restricted on 6 November 2024. This meant no tran... (3 pages)View decision -
Decision Reference DRN-5277540
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5277540 The complaint Mr L complains Adrian Flux Insurance Group Services mis-sold him a motorbike insurance policy. What happened In August 2022 Adrian Flux sold Mr L a three-month motorbike insurance policy - provided by an insurer I’ll call ‘Insurer A’. The bike was registered i... (7 pages)View decision -
Decision Reference DRN-5368156
20 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5368156 The complaint Mr B is unhappy with the service provided by Highway Insurance Company Limited (Highway) following a claim made on his campervan insurance policy. Highway is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructe... (5 pages)View decision -
Decision Reference DRN-5082219
20 Mar 2025 Vodafone Limited UpheldConsumer CreditDRN-5082219 The complaint Mr G complains about the outstanding amount owed under a fixed sum loan agreement taken out with Vodafone Limited trading as Vodafone. What happened In September 2022, Mr G took out a Subscriber Identity Module (SIM) card only deal with Vodafone. He says he gav... (5 pages)View decision -
Decision Reference DRN-5412000
20 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5412000 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In November 2022, Mr K entered into a fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-5358722
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5358722 The complaint Mr I complains National Westminster Bank Public Limited Company (NatWest) sent him a letter through the post despite asking for no post to be sent. What happened Mr I was charged for a failed direct debit, and NatWest sent him a letter to advise of the charge... (2 pages)View decision -
Decision Reference DRN-5272267
20 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5272267 The complaint Miss A complains that Tandem Home Loans Ltd gave her second charge secured loan that was unaffordable. She also said it did not treat her fairly when she experienced financial difficulty. What happened In September 2019, Miss A took out a secured second charge ... (4 pages)View decision
