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 122183 results
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Decision Reference DRN-4381670
22 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4381670 The complaint Mr N complains about American Express Services Europe Limited’s (who I’ll call AESEL) handling of his chargeback claim. 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 giving my ... (2 pages)View decision -
Decision Reference DRN-4402522
22 Jan 2024 Wesleyan Financial Services Ltd UpheldInvestmentsDRN-4402522 The complaint Mr A complains that Wesleyan Financial Services Ltd (‘Wesleyan’) charged him transaction fees on his With Profits ISA which it hadn’t disclosed to him when he invested in the ISA. He wants to keep the ISA but have the transaction charges removed. What happened In ... (3 pages)View decision -
Decision Reference DRN-4565010
22 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4565010 The complaint Ms J has complained about the service provided by Domestic & General Insurance Plc (‘D&G’) in relation to her appliance insurance policy. For the avoidance of doubt, the term ‘D&G’ includes reference to D&G’s agents and representatives in this deci... (4 pages)View decision -
Decision Reference DRN-4569083
22 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4569083 The complaint Ms S complains that NewDay Ltd acted irresponsibly in lending her three credit card accounts. What happened Ms S took out three credit cards with NewDay in between September 2018 and March 2022. The limits of those accounts were varied as follows: Date Aqua credit... (7 pages)View decision -
Decision Reference DRN-4573457
22 Jan 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4573457 The complaint Mr R complains about Ikano Bank AB (publ)’s response to a claim he made under sections 75 and 140 of the Consumer Credit Act 1974. What happened In 2017, Mr R purchased a solar panel system from a supplier. He paid for it using a loan from Ikano that was repayable... (3 pages)View decision -
Decision Reference DRN-4573411
22 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4573411 The complaint Mr R complains that he has tried on numerous occasions to open a current account with National Westminster Bank Plc (“NatWest”) but his applications keep getting declined for no reason. What happened Mr R holds a savings account and credit card with NatWest. Mr R ... (3 pages)View decision -
Decision Reference DRN-4572514
22 Jan 2024 BARCLAYS INVESTMENT SOLUTIONS LIMITED UpheldInvestmentsDRN-4572514 The complaint Mr V complains that Barclays Investment Solutions Limited (‘Barclays’) failed to set-up a direct debit to pay ongoing fees on his stocks and shares Individual Savings Account (‘ISA’). What happened Mr V’s ISA was transferred to a Barclays Smart Investor ISA in 201... (3 pages)View decision -
Decision Reference DRN-4210804
22 Jan 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4210804 The complaint Mrs R complains that Vanguard Asset Management, Ltd (‘Vanguard’) gave her misleading information and didn’t pay a dividend on some shares she held in a Vanguard ISA. She wants to receive the dividend payment which she believes Vanguard is obligated to pay. And she... (4 pages)View decision -
Decision Reference DRN-4533839
22 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4533839 The complaint Mr S is unhappy with the way in which The Royal London Mutual Insurance Society Limited handled a claim made on a life and critical illness policy, including delays assessing and paying the claim. What happened Mr S was unfortunately diagnosed with a critical illn... (3 pages)View decision -
Decision Reference DRN-4494094
22 Jan 2024 Think Money Limited UpheldBanking and PaymentsDRN-4494094 The complaint Mr A has complained Think Money Limited won’t refund money for transactions he didn’t make. What happened In May Mr A left his phone in a cab but was reunited with it later that day. His bank cards, driving licence and other personal information was kept with his ... (3 pages)View decision
