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-5481534
23 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5481534 The complaint Mrs B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs B applied for an Aqua credit card in August 2018. In her application, Mrs B said he was empl... (3 pages)View decision -
Decision Reference DRN-5262447
23 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5262447 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY irresponsibly increased the credit limit on her credit card account. What happened In 2006 Miss M opened a credit card account with NatWest. The card credit limit was initially set at £1,10... (4 pages)View decision -
Decision Reference DRN-5353027
23 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5353027 The complaint Mr C complains that Bank of Scotland Plc trading as Halifax lent irresponsibly to him when it agreed a £250 overdraft and subsequent limit increases. What happened In April 2019 Halifax agreed a £250 overdraft limit on Mr C’s current account. Halifax then went ... (4 pages)View decision -
Decision Reference DRN-5128553
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5128553 The complaint Mr S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the loss he suffered after he fell victim to two investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. Ho... (11 pages)View decision -
Decision Reference DRN-4901401
23 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4901401 The complaint Miss E complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Miss E is being represented by a third party. To keep things simple, I will refer to Miss E throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5578616
23 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5578616 The complaint Mr and Mrs G complain about the way AmTrust Specialty Limited has handled a claim under their legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (5 pages)View decision -
Decision Reference DRN-5003860
23 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5003860 The complaint Mr L complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5513773
23 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5513773 The complaint Mr S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) hasn’t correctly updated his credit file after he withdrew from a credit agreement within the 14-day cooling off period. Mr S says the loan shouldn’t be on his credit... (4 pages)View decision -
Decision Reference DRN-5569000
22 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5569000 The complaint Mr A complains about the way that Zopa Bank Limited has dealt with the voluntary surrender of a car that was supplied to him under a hire purchase agreement. What happened A used car was supplied to Mr A under a hire purchase agreement with Zopa that he signed ... (3 pages)View decision -
Decision Reference DRN-5578637
22 May 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5578637 The complaint Mr C is unhappy with St. James's Place Wealth Management Plc (SJP)’s advice not to draw down any further income from his pension until he needed to spend it. He says this was tax inefficient as it’s more likely that income he does take in future will be ta... (8 pages)View decision
