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 381196 results
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Decision Reference DRN-5709511
28 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5709511 Complaint Mrs H has complained that NewDay Ltd (“NewDay”) irresponsibly provided her with credit card accounts. She says that she should never have been provided with two credit cards or such large credit limits. Background Mrs H had two credit card accounts with NewDay. Th... (5 pages)View decision -
Decision Reference DRN-5566110
28 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5566110 Complaint Mr M complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In January 2018, Black Hors... (3 pages)View decision -
Decision Reference DRN-5500687
27 Jul 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5500687 The complaint Ms C complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) unfairly declined a claim she made under her insurance backed guarantee policy. What happened In September 2023, Ms C had a new bay window fitted at her property. In December 2023, s... (3 pages)View decision -
Decision Reference DRN-5608974
26 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5608974 The complaint Mr C complains that Aviva Life & Pensions UK Limited won’t give him information regarding a third party who contacted them about an investment that he is the trustee for. What happened Mr C is the sole trustee of a portfolio bond held in a trust with Aviva... (3 pages)View decision -
Decision Reference DRN-5717914
26 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5717914 The complaint Mr S has complained on behalf of his business (which I’ll refer to as “R”) about the way that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has chosen to settle a claim made under R’s building insurance policy. R has been represented thro... (4 pages)View decision -
Decision Reference DRN-5568211
26 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5568211 The complaint Ms H complains Moneybarn No.1 Limited (Moneybarn) irresponsibly lent to her when it entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Ms H took out a conditi... (5 pages)View decision -
Decision Reference DRN-5697589
26 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5697589 The complaint Mr B complains that Bank of Scotland plc trading as Halifax won’t reimburse him for payments he made to a scam. Mr B’s complaint is brought by a professional representative but for ease I will refer only to Mr B in this decision. What happened I issued a prov... (5 pages)View decision -
Decision Reference DRN-5387390
26 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5387390 The complaint Miss E complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (Stellantis). What happened Miss E took receipt of a used car in May 2023. She financed the deal through a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5717865
26 Jul 2025 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-5717865 The complaint Mr G complains that Vanguard Asset Management Limited took far too long to tell him that they were unable to accept a partial cash ISA transfer into his investment ISA with them. Mr G would now like Vanguard to recompense him for the financial impact that he sa... (6 pages)View decision -
Decision Reference DRN-5177115
26 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5177115 The complaint Mrs K complains that Wise Payments Limited (Wise) won’t reimburse her for payments she made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (4 pages)View decision
