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 375868 results
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Decision Reference DRN-5421092
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5421092 The complaint Mr H complains that NewDay Ltd trading as Marbles (‘NewDay’) lent to him irresponsibly when they provided him with a credit card and later credit limit increases (‘CLI’). He said NewDay didn’t check that he could repay the balance sustainably. Mr H brought thi... (6 pages)View decision -
Decision Reference DRN-5420954
24 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5420954 The complaint Mr K complains that The Mortgage Works (UK) Plc (TMW) has overcharged him interest. He said that in 2022 it told him he could not switch to a cheaper interest rate – but later when rates had gone up agreed that he could. He also complains about they way it deal... (4 pages)View decision -
Decision Reference DRN-5369696
24 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5369696 The complaint Mrs H complains that TSB Bank plc didn’t explain to her that an international payment to her account wouldn’t be accepted. What happened Mrs H explains that she and her husband sold a property abroad and the proceeds were paid into a joint account held there. A... (2 pages)View decision -
Decision Reference DRN-5350795
24 Mar 2025 Commsave Credit Union Limited Not upheldBanking and PaymentsDRN-5350795 The complaint Mr M complains Commsave Credit Union Limited (“Commsave”) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr M applied for an account with Commsave in October 2022, but... (2 pages)View decision -
Decision Reference DRN-5265200
24 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5265200 The complaint Mr R complains that eBay Commerce UK Ltd delayed the release of funds from his account until he provided certain forms of identification. What happened In October 2024 Mr R sold an item through eBay. The proceeds from the sale were sent to Mr R’s eBay account. ... (2 pages)View decision -
Decision Reference DRN-5280840
24 Mar 2025 Oxbury Bank PLC Not upheldBanking and PaymentsDRN-5280840 The complaint Mr T complains about information given to him within a telephone call he made to Oxbury Bank PLC. As a result, Mr T says this caused inconvenience, and he lost interest. What happened In October 2024, Mr T telephoned Oxbury to ask about an account he held with ... (2 pages)View decision -
Decision Reference DRN-5222189
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222189 The complaint Mr R complains that NewDay Ltd, trading as Pulse, was irresponsible in lending him a credit card account and in increasing the credit limit. What happened In January 2021 Pulse opened a credit card account for Mr R with a credit limit of £500. It then increased... (3 pages)View decision -
Decision Reference DRN-5415778
24 Mar 2025 Canada Life Limited Not upheldInsuranceDRN-5415778 The complaint Mr T complains that Canada Life Limited declined a claim he made on his employer’s group income protection scheme. What happened Mr T is the beneficiary of his employer’s group income protection scheme. Mr T became absent from work with symptoms of depression a... (2 pages)View decision -
Decision Reference DRN-5400667
24 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5400667 The complaint Mrs W complains about the transfer of her personal pension with Scottish Friendly Assurance Society Limited (Scottish Friendly) to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in June 2016. Mrs W’s QROPS was used to invest via Reyker Securities plc... (11 pages)View decision -
Decision Reference DRN-4958031
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-4958031 The complaint Miss D complains about the service she received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when she wanted to make changes to her mortgage. Her husband, Mr A, brings this complaint on her behalf. What happened Miss D’s mortgage with NatWest was on ... (4 pages)View decision
