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 364862 results
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Decision Reference DRN-4914509
16 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4914509 The complaint Mr A is unhappy that Kroo Bank Ltd removed money from his account after they were reported as fraudulent. What happened Mr A opened an account with Kroo on 15 May 2023. On 16 May 2023 Kroo blocked Mr A’s account as it received reports from third party banks th... (4 pages)View decision -
Decision Reference DRN-5243597
16 Jan 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5243597 The complaint Mr H’s complaint is about a mortgage endowment policy he had with the Prudential Assurance Company Limited. He is unhappy about its administration of the policy in the months before it’s maturity because of how it dealt with an assignment that was recorded on i... (4 pages)View decision -
Decision Reference DRN-5255508
16 Jan 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5255508 The complaint Miss B complains about how FirstRand Bank Limited trading as Motonovo Finance (‘Motonovo’) has administered her car finance. She says that it has repeatedly informed a credit reference agency that she has missed payments when this was not the case. She has als... (3 pages)View decision -
Decision Reference DRN-5250966
16 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5250966 Complaint Miss S has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card was irresponsibly provided as it was unaffordable. Background Vanquis provided Miss S with a credit card with a limit of £250 in April 2021. One of ou... (3 pages)View decision -
Decision Reference DRN-4878495
15 Jan 2025 Independent Order of Odd Fellows Manchester Unity Friendly Society Limited Not upheldInvestmentsDRN-4878495 The complaint Mr G complains that the actions of the Independent Order of Odd Fellows Manchester Unity Friendly Society Limited, trading as Unity Mutual (‘UM’), resulted in him being unable to benefit from a Lifetime ISA bonus on his savings. Mr G would now like to be recomp... (3 pages)View decision -
Decision Reference DRN-5196463
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5196463 The complaint Mrs B complains that NewDay Ltd (trading as Marbles Card) was irresponsible when it offered her credit. What happened NewDay opened a credit card account for Mrs B in early August 2022 with a credit limit of £900. This type of credit was an open-ended or runni... (3 pages)View decision -
Decision Reference DRN-5199237
15 Jan 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5199237 The complaint Mr D complains that Etika Finance UK Limited was irresponsible when it offered him credit. What happened Etika agreed credit of £327.39 for Mr D in September 2019. The total amount owed was £407.47 to be repaid at £11.32 a month over 36 months. Mr D met his re... (3 pages)View decision -
Decision Reference DRN-5212428
15 Jan 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5212428 The complaint Mr M complains about credit granted to him by Specialist Motor Finance Limited (SMF). What happened SMF agreed credit for Mr M in August 2022 to finance a car. The cash price of the car was £11,390 and Mr M borrowed this in full. The balance payable under the ... (3 pages)View decision -
Decision Reference DRN-5265108
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265108 The complaint R, a limited company, has complained that HSBC UK Bank Plc won’t refund transactions it says it didn’t authorise. Mr G, as director of R, is representing the company. What happened One day in autumn 2023, R’s HSBC card and PIN were used for around £16,000 of sp... (5 pages)View decision -
Decision Reference DRN-5265098
15 Jan 2025 abrdn Client Management Limited Not upheldInvestmentsDRN-5265098 The complaint Mr M complains that abrdn Client Management Limited, trading as abrdn, didn’t pay him the full value of his ISA investment when he liquidated the account. Mr M would now like abrdn to pay him the difference between what they originally advised him his investmen... (3 pages)View decision
