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 121262 results
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Decision Reference DRN-5382906
10 Mar 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5382906 The complaint Mrs G is unhappy with the amount Blue Motor Finance Ltd (‘BM’) is saying she owes as a result of her ending a finance agreement with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here... (6 pages)View decision -
Decision Reference DRN-5380464
10 Mar 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5380464 The complaint Mr M complains that he was misled by Paragon Bank PLC into transferring his funds, which were held in an ISA into an ordinary savings account. What happened In December 2024 Mr M sent a message to Paragon with a query about interest rates. Specifically that the... (4 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision -
Decision Reference DRN-5382821
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382821 The complaint Mr L complains that NewDay Ltd irresponsibly lent to him. Mr L is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happened Mr L w... (6 pages)View decision -
Decision Reference DRN-5382552
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5382552 The complaint S, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund money its director lost to a scam. S is represented by its director - Mr P - and I have sometimes referred to him throughout this decision for ease. What happened The detaile... (9 pages)View decision -
Decision Reference DRN-5318715
10 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5318715 The complaint Mr H complains that ReAssure Limited unreasonably delayed the transfer of some pension savings between pension plans he held with the firm. What happened Mr H held pension savings with ReAssure in two separate pension plans. Those plans were administered by sep... (4 pages)View decision -
Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN-5015271
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5015271 The complaint Mrs and Mr H complain that National Westminster Bank Plc (“NatWest”) won’t refund £14,000 they lost to a scam. What happened In August 2019, Mrs and Mr H invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They found out about the o... (7 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-5325664
10 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5325664 The complaint Miss B and Ms H complain about the rate HDI Global Specialty SE offered to pay for Ms H’s legal costs following a claim on their legal expenses insurance policy. Miss B and Ms H are joint policyholders, but the complaint is about a claim Ms H made on the policy... (3 pages)View decision
