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 121115 results
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Decision Reference DRN-4436546
29 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4436546 The complaint Mr C says Tesco Personal Finance PLC, trading as Tesco Bank, were unreasonable to report a missed payment to his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on givi... (2 pages)View decision -
Decision Reference DRN-4479794
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4479794 The complaint Miss N complains Revolut Ltd didn’t assist her in recovering an international payment she’d made. She believes it’s responsible for the distress and inconvenience caused, as well as her missing out on an investment opportunity. What happened Miss N made an interna... (2 pages)View decision -
Decision Reference DRN-4544928
29 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4544928 The complaint Miss M is unhappy Wise Payments Limited won’t refund all the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the ... (2 pages)View decision -
Decision Reference DRN-4325246
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4325246 The complaint Mrs S has complained about Aviva Insurance Limited. She isn’t happy about the valuation of her car after it decided to buy her car back after a claim under her motor insurance policy and the service it provided. What happened Mrs S made a claim under her motor ins... (3 pages)View decision -
Decision Reference DRN-4581597
29 Jan 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4581597 The complaint A company which I will refer to as ‘L’ complains that Metro Bank Plc gave them an incorrect information when they made a payment abroad, and that resulted in a financial loss. What happened In April 2023, L had to make a payment to one of its service providers bas... (5 pages)View decision -
Decision Reference DRN-4584816
29 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4584816 The complaint Mr H complained about the level of customer service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr H had his boiler serviced regularly by British Gas under his policy. A month after his service, Mr ... (3 pages)View decision -
Decision Reference DRN-4585777
29 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4585777 The complaint Mr A complains Nationwide Building Society closed his credit card account without his permission. What happened Mr A’s credit card account was closed in September 2020 without Mr A’s permission, and he did not become aware of this until August 2022 when he contact... (5 pages)View decision -
Decision Reference DRN-4587351
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4587351 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr M also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision -
Decision Reference DRN-4536290
29 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4536290 The complaint Mr A complains that NewDay Ltd (NewDay) lent to him irresponsibly. What happened Mr A had two credit cards from NewDay – a Marbles card (issued in August 2015) and an Aqua card (issued in June 2017). On each card, he was offered credit limit increases as shown: Cr... (4 pages)View decision -
Decision Reference DRN-4372493
29 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4372493 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans (“EDL”) irresponsibly agreed a loan for him. Mr S has brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened EDL agreed a loan of £10,... (4 pages)View decision
