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 4744 results
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Decision Reference DRN-1634037
9 Jun 2020 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-1634037The complaintMr H complains that DAS Legal Expenses Insurance Company Limited ("DAS") has unfairly declined a claim he made under his legal expenses insurance. What happenedIn February 2019 Mr H contacted DAS to make a claim under his legal expenses policy following a ... (2 pages)View decision -
Decision Reference DRN7188722
31 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr R and Ms S complain that they were not responsible for payments made from their account with National Westminster Bank Plc (“NatWest”), to certain online merchants that NatWest are holding them liable for. They are also unhappy that the bank allowed the payments to be made.backgro... (2 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision -
Decision Reference DRN5588229
20 Apr 2016 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr B believes Aviva Life & Pensions UK Limited (Aviva) wrongly advised him to invest £12,000 in a bond in 1999 when he had an outstanding mortgage of £33,000 at the time.backgroundMr B surrendered this bond in 2004, receiving back his initial capital but no invest... (2 pages)View decision -
Decision Reference DRN5734171
23 Jun 2017 Instant Cash Loans Limited UpheldBanking and creditMr W complains that MEM Consumer Finance Limited (trading as Payday UK) was irresponsible to lend to him. He asks for compensation.backgroundMr W took out two loans with Payday UK, in April 2012 and January 2013. Mr W says he was sold these loans when he had a severe ... (2 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN3554703
15 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) treated him unfairly by closing his two personal current accounts and his savings account.backgroundOn 19 March 2019, NatWest sent a letter to Mr B. The letter listed his two current accounts held solely in his name, his savings a... (2 pages)View decision -
Decision Reference DRN5645987
15 Jul 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complains that Express Finance (Bromley) Limited, trading as Payday Express, shouldn’t have lent to him in 2012. backgroundMr C took out a ‘running account credit’ loan with Payday Express in July 2012. This worked in a different way from a payday loan – it had a ... (2 pages)View decision -
Decision Reference DRN0142700
28 Dec 2016 MEM Consumer Finance Limited UpheldBanking and creditMr B complains that MEM Consumer Finance Limited (trading as Payday UK) didn’t carry out proper affordability checks and irresponsibly granted him unaffordable payday loans. He wants the charges and interest refunded and his credit file amended.backgroundPayday UK said ... (2 pages)View decision -
Decision Reference DRN8876754
29 Nov 2017 Glasgow Credit Union Ltd Not upheldBanking and creditComplaintMr G has complained that Glasgow Credit Union Ltd (“GCU”) lent to him irresponsibly.BackgroundMr G took out a loan for £4,000 with GCU in May 2012. The loan was due to be repaid over 36 months and the monthly repayments were £128.10.Mr G already had a small... (2 pages)View decision
