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 125400 results
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Decision Reference DRN-5058800
4 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5058800 The complaint Mr L has complained that NewDay Ltd unfairly blocked his card, which meant two transactions were declined, causing him to lose ‘points’ he could have accrued. What happened On 10 September 2023, Mr L tried to use his NewDay card for a transaction of £4,385.83. ... (2 pages)View decision -
Decision Reference DRN-5030751
4 Oct 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5030751 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with a loan without properly checking his finances. Had it made better checks it would’ve seen he had a poor credit score. What happened Mr H was grante... (4 pages)View decision -
Decision Reference DRN-5053648
4 Oct 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5053648 The complaint Mr D is unhappy with how he’s been treated by Mortgage Agency Services Number Five Limited (MAS5) in relation to his mortgage. What happened In 2006, Mr D re-mortgaged his property on interest only terms for £135,000 over 25 years. The re-mortgage was originall... (16 pages)View decision -
Decision Reference DRN-5061510
4 Oct 2024 Squareup Europe Ltd UpheldBanking and PaymentsDRN-5061510 The complaint Mr Z is unhappy Squareup Europe Ltd trading as Cash App (“Cash App”) hasn’t reimbursed him in full after he transferred money for a social networking handle that later turned out to be a scam. What happened The details of this complaint are well-known to both p... (3 pages)View decision -
Decision Reference DRN-5061505
4 Oct 2024 J D Williams & Company Limited UpheldConsumer CreditDRN-5061505 The complaint Miss M complains that J D Williams & Company Limited (JDW) lent to her irresponsibly. What happened In May 2021 Miss M applied for a running account credit agreement with JDW under their Simply Be brand. Her application was successful and JDW gave her an in... (5 pages)View decision -
Decision Reference DRN-4869302
4 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4869302 The complaint Mr and Mrs S have complained that AXA Insurance UK Plc declined a claim they made under their buildings insurance policy. Reference to AXA includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and argu... (2 pages)View decision -
Decision Reference DRN-4721269
4 Oct 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4721269 The complaint Mrs H’s initial complaint was about the car valuation she received from Aioi Nissay Dowa Insurance UK Limited (“Aioi Nissay Dowa”). She accepted the higher valuation proposed by the Financial Ombudsman Service Investigator however did not accept that the exces... (3 pages)View decision -
Decision Reference DRN-4702058
4 Oct 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-4702058 The complaint Ms C complains Home Retail Group Card Services Limited trading as Argos Card have unfairly applied a default to her store card account. What happened For reasons outside of her control, Ms C left home unexpectedly in July 2023. My understanding is she was then... (3 pages)View decision -
Decision Reference DRN-4813329
4 Oct 2024 Dowgate Wealth Limited UpheldInvestmentsDRN-4813329 The complaint Miss K had complained that Dowgate Wealth Limited (‘Dowgate’) didn’t manage her investment portfolio within the agreed mandate and exposed her to investment risk that was too high for her. As a result, Miss K lost money and wants this reimbursed to her. What h... (8 pages)View decision -
Decision Reference DRN-4909674
4 Oct 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4909674 The complaint Mr L has complained about the way Telefonica UK Limited trading as O2 administered a fixed sum loan agreement he’d taken out to buy a phone. What happened Mr L bought a phone using a fixed sum loan agreement with O2 in July 2023. The phone cost around £700, wi... (4 pages)View decision
