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 381196 results
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Decision Reference DRN-5629427
23 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5629427 The complaint Mr A complains that Haven Insurance Company Limited (“Haven”) caused delays in its handling of a claim, and he disagrees with how Haven settled the claim. What happened In March 2024 Mr A’s vehicle was involved in a collision with a third party vehicle when the... (3 pages)View decision -
Decision Reference DRN-5634978
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5634978 The complaint Mrs M complains about the interest she was charged when she settled her personal loan with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”). What happened On 17 March 2025 Mrs M entered into a loan agreement with Novuna. The loan was f... (2 pages)View decision -
Decision Reference DRN-5710937
23 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5710937 The complaint Mr F complains about the level of service he’s received from Santander UK Plc when making a number of international payments. He wasn’t able to cancel an international standing order when he needed to, and he’s had trouble obtaining confirmations of the payment... (6 pages)View decision -
Decision Reference DRN-5691022
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5691022 The complaint Mrs M complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs M applied for an Aqua credit card in January 2020. In her application, Mrs M said she was employed with an a... (3 pages)View decision -
Decision Reference DRN-5527741
23 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5527741 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) is recording adverse information on his credit file in relation to a loan which he says wasn’t taken out by him. What happened In September 2024, a £13,500 loan was taken out with Halifax i... (3 pages)View decision -
Decision Reference DRN-5561093
23 Jul 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5561093 The complaint Mr S complains he had to provide a copy of his driving license when opening a new Collection Pot with Modular FS Limited (MFS). He complains MFS collected additional sensitive information that wasn’t necessary. What happened The details of this complaint are we... (3 pages)View decision -
Decision Reference DRN-5660401
23 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5660401 The complaint Mr S complains that Marks and Spencer Financial Services Plc trading as M&S Bank registered a default on his account and passed it to a debt collection agency. What happened In August 2024 Mr S took out a credit card with M&S Bank. When he opened the ac... (2 pages)View decision -
Decision Reference DRN-5552036
23 Jul 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5552036 The complaint Mr M complains that Quilter Financial Services Limited (‘Quilter’) gave unsuitable advice to switch his existing pension plans to a flexi-drawdown arrangement and that it also failed to properly carry out an effective annual review service, which he was paying ... (7 pages)View decision -
Decision Reference DRN-5711514
23 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5711514 The complaint Mr W complains that American Express Services Europe Limited (“AmEx”) didn’t honour a promotional offer he feels he was eligible for. What happened Mr W wanted to avail of an offer promoted by AmEx wherein he would receive a £100 reimbursement if he spent over... (3 pages)View decision -
Decision Reference DRN-5498950
23 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5498950 The complaint Mr N complains that he lost a guaranteed minimum pension (GMP) entitlement following a transfer of his pension annuity from Royal London Mutual Insurance Society Limited trading as Royal London (Royal London) to another provider in 2006. He is also unhappy that... (3 pages)View decision
