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 369228 results
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Decision Reference DRN-5290030
24 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5290030 The complaint Mr M complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it provided a credit card facility to him. What happened Mr M says he applied for a credit card with Vanquis in March 2021 and was already under financial pressure at that time and a credit ... (3 pages)View decision -
Decision Reference DRN-5341226
24 Feb 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5341226 The complaint Mr and Mrs F complain HDI Global Specialty SE (“HDI”) didn’t handle a subsidence claim against their home insurance policy fairly. Reference to HDI include the actions of its agents. What happened I issued a provisional decision. I said: “I’ve considered all... (3 pages)View decision -
Decision Reference DRN-5348905
24 Feb 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5348905 The complaint Mr O complains that Advisory Insurance Brokers Limited trading as Towergate Riskline recorded inaccurate information for his business protection insurance policy, which led to a higher premium being quoted to renew the policy. What happened Mr O has arranged in... (3 pages)View decision -
Decision Reference DRN-5322510
24 Feb 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5322510 Complaint Mr W has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that the credit card was irresponsibly provided to him given the existing debts that he had. Background In November 2023, Jaja provided Mr W with a credit card which had a l... (3 pages)View decision -
Decision Reference DRN-5106509
24 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5106509 Complaint Mr W has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5090667
24 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5090667 Complaint Mr C complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and he ended up having to prioritise the repayments to this agreement which required him to borrow el... (5 pages)View decision -
Decision Reference DRN-5344670
24 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5344670 Complaint Ms F says Frasers Group Financial Services Limited (trading as “Ace”) irresponsibly increased the credit limit on her catalogue shopping account. Background This complaint is about a catalogue shopping account Ace initially provided to Ms F in January 2012. Due to... (4 pages)View decision -
Decision Reference DRN-5296222
24 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5296222 Complaint Mr H has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision -
Decision Reference DRN-5285632
24 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5285632 Complaint Miss D has complained about a credit card and subsequent limit increases that NewDay Ltd (trading as “Fluid”) provided to her. She says that her credit limit increases were irresponsibly provided. Background Fluid provided Miss D with a credit card, which had a cr... (3 pages)View decision -
Decision Reference DRN-5305451
23 Feb 2025 Wakam Not upheldInsuranceDRN-5305451 The complaint Mr L complains that Wakam has unfairly accepted liability for a claim following a collision which wasn’t his fault and that this has caused him to lose his no claims discount (“NCD”). What happened In November 2023, Mr L was driving through a street when his ve... (3 pages)View decision
