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-4851559
19 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4851559 The complaint Mr M is unhappy that Nationwide Building Society didn’t respond to correspondence he sent to them. What happened In June 2023, Mr M sent some feedback to Nationwide within which he asked a question of Nationwide to which he expected a response. Because Mr M’s c... (3 pages)View decision -
Decision Reference DRN-4974162
19 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4974162 The complaint A company, which I’ll refer to as E, complains that National Westminster Bank Plc acted unfairly when its accounts were managed by the bank’s Global Restructuring Group (GRG) in 2009 and 2010. The company says the bank’s failures caused it to suffer consequenti... (8 pages)View decision -
Decision Reference DRN-4973052
19 Aug 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4973052 The complaint Mr R has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions to a small self-administered scheme (SSAS) in November and December 2014, respectively. Mr R’s SSAS was subsequent... (12 pages)View decision -
Decision Reference DRN-4915604
19 Aug 2024 Shettleston and Tollcross Credit Union Limited UpheldConsumer CreditDRN-4915604 The complaint Mr B complains that he didn’t receive the proceeds of a loan from Shettleston and Tollcross Credit Union Limited (“STCU”). What happened On 2 October 2023 Mr B signed for a £2000 loan against his share balance of £4,500 and asked STCU to pay the proceeds into h... (3 pages)View decision -
Decision Reference DRN-4972805
19 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4972805 The complaint Mr H complains that Marshmallow Insurance Limited has unreasonably declined a claim he made under his commercial motor insurance policy. What happened Mr H made a claim to Marshmallow because his car developed faults after he drove through a large deep pool of... (3 pages)View decision -
Decision Reference DRN-4870085
19 Aug 2024 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-4870085 The complaint Mr S complains that JAJA FINANCE LTD trading as Asda Money Credit Card (“Asda”) failed to refund transactions he didn’t recognise. What happened Mr S explained that he was working overnight and at some point his Asda credit card was lost from his wallet – he t... (4 pages)View decision -
Decision Reference DRN-4973784
19 Aug 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4973784 The complaint Mr V has complained that Wise Payments Limited (trading as “Wise”) didn’t warn him that he could be falling victim to a scam when he sent two payments. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-4945348
19 Aug 2024 London Community Credit Union Limited UpheldConsumer CreditDRN-4945348 The complaint Miss D complains about the way in which London Community Credit Union Limited (“LCCU”) administered her loan agreement. She says she’s been contacted by a debt collection company who have asked her to pay an amount which she doesn’t think is accurate. What happ... (3 pages)View decision -
Decision Reference DRN-4933523
19 Aug 2024 My Safe Home Limited UpheldMortgagesDRN-4933523 The complaint This complaint is about an abortive mortgage application Miss B attempted to make via My Safe Home Limited (MSHL) – a mortgage broker specialising in sourcing mortgages for people with disabilities. Miss B wanted to move from her shared ownership home to a new ... (3 pages)View decision -
Decision Reference DRN-4833805
19 Aug 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4833805 The complaint Mr G has complained about the premium charged by Highway Insurance Company Limited for his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: In 2021, Mr G took out a buildings and ... (5 pages)View decision