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 128312 results
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Decision Reference DRN-5334289
17 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5334289 The complaint Mr U complains Aviva Insurance Limited hasn’t handled a claim against his motor insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (2 pages)View decision -
Decision Reference DRN-5302428
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5302428 Complaint Mr and Mrs W have complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to their current account. They’ve effectively said the charges were unfair and kept them in an overdrawn balance on the account for an extended period of t... (4 pages)View decision -
Decision Reference DRN-5328298
17 Feb 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5328298 Complaint Mrs F has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs F with a loan for £1,000.00 in May 2024. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3,700... (4 pages)View decision -
Decision Reference DRN-5214656
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5214656 Complaint Mr R has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5276745
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5276745 Complaint Mr A has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5161713
16 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5161713 The complaint Mr J complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to... (4 pages)View decision -
Decision Reference DRN-5212240
16 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5212240 The complaint Mr B complains about the way Haven Insurance Company Limited (“Haven”) has dealt with a claim he made under his motor insurance policy, following a collision involving his vehicle. What happened In August 2022, Mr B’s vehicle was involved in a road traffic acci... (4 pages)View decision -
Decision Reference DRN-5334094
15 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5334094 The complaint Miss A has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to a scam. What happened I issued my provisional decision (“PD”) in January 2025 explaining why I was minded to uphold Miss A’s complaint. I gave both parties the oppo... (11 pages)View decision -
Decision Reference DRN-5270573
15 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5270573 The complaint Mr L has complained that Revolut Ltd (“Revolut”) failed to protect him from a cryptocurrency- related investment scam. What happened I issued my provisional decision (PD) on this case in December 2024 explaining that I was intending to uphold Mr L’s complaint.... (11 pages)View decision -
Decision Reference DRN-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision