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 375426 results
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Decision Reference DRN-5296114
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5296114 The complaint Mr W complains about Royal & Sun Alliance Insurance Limited’s (RSA) handling and decline of a claim made under his home insurance policy. Where I’ve referred to RSA, this also includes any actions or communication by agents acting on their behalf. What ha... (6 pages)View decision -
Decision Reference DRN-4641199
30 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4641199 The complaint Mr S has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision -
Decision Reference DRN-5295448
30 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5295448 The complaint Ms D complains that Lloyds Bank PLC was irresponsible in its lending to her. She wants all interest and charges paid on her loan refunded. What happened Ms D was provided with a £8,000 loan by Lloyds Bank in August 2018. Under the loan agreement she was require... (4 pages)View decision -
Decision Reference DRN-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision -
Decision Reference DRN-5293220
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5293220 The complaint Ms C complains National Westminster Bank Plc trading as Ulster Bank unfairly closed her account without explanation. Ms C says she experienced poor service and severe delays in receiving her funds. What happened Ms C opened a savings account with Ulster Bank o... (5 pages)View decision -
Decision Reference DRN-5247444
30 Jan 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5247444 The complaint Mr N1 and Mr N2 have complained about Sainsbury’s Bank Plc. Sainsbury’s arranged a home insurance policy for Mr N1 and Mr N2. There was a problem with the home emergency cover arranged as part of that policy and they blame Sainsbury’s for upset caused. Mr N1 i... (3 pages)View decision -
Decision Reference DRN-4966328
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966328 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M was cold called by an investment company who turned out to be a scam. He had to pay into the ‘investment’ through a cryptocurrency prov... (7 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-5259024
30 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5259024 Complaint Mr B has complained that MBNA Limited (“MBNA”) failed to carry out sufficient credit checks before granting him an increase to the credit limit on his credit card. Background MBNA initially provided Mr B with a credit card with a limit of £6,900.00 in July 2016 1 ... (5 pages)View decision -
Decision Reference DRN-5291738
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5291738 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into an unaffordable hire purchase agreement with him. Background In October 2021, BMW FS provided Mr W with finance for a used motorbike. The purchase price of the vehicle was £12... (3 pages)View decision
