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 381194 results
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Decision Reference DRN-5416970
24 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5416970 The complaint Mr M complains that Guardian Financial Services Limited, an appointed representative of Scottish Friendly Assurance Society Limited, failed to properly carry out the annual indexation on his family income benefit policy. What happened In 2019 Mr M took out an i... (4 pages)View decision -
Decision Reference DRN-5366039
24 Mar 2025 BISL Limited UpheldInsuranceDRN-5366039 The complaint Ms B complains about BISL Limited (“BISL”) and their referral of her claim to credit hire and repair services. What happened The claim and complaint circumstances are well known to both parties. So I don’t intend to list them chronologically in detail. But to s... (3 pages)View decision -
Decision Reference DRN-5391835
24 Mar 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5391835 The complaint Miss R complains that Capital One (Europe) plc (‘Capital One’) mishandled her request to recall a balance transfer when she made a mistake. Miss R wants her balance transfer to be recalled as she’s out of pocket by £900. What happened Miss R opened a new cred... (5 pages)View decision -
Decision Reference DRN-5321545
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5321545 The complaint Mrs B complains about how her insurer, UK Insurance trading as Churchill Insurance (UKI) dealt with a number of claims made under her car insurance policy. What happened Mrs B held a car insurance policy underwritten by UKI. In 2022 UKI were notified of two se... (4 pages)View decision -
Decision Reference DRN-5364502
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364502 The complaint Miss K complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened Miss K took out an Aqua credit card in July 2020, with an initial credit limit of £250. In July 2021, Aqua increased the credit limit to £1,250. In 202... (3 pages)View decision -
Decision Reference DRN-5011268
24 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5011268 The complaint Ms M complains about the way Bank of Scotland plc trading as Halifax dealt with a dispute about a purchase made on her credit card. Ms M is unhappy about the time it took the bank to deal with things and the amount of compensation that has now been offered to r... (3 pages)View decision -
Decision Reference DRN-5045502
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5045502 The complaint Mr S complains Bank of Scotland plc (trading as Halifax) failed to get him a full refund for a one-night hotel stay he paid for with his credit card. What happened Mr S stayed at a hotel (which I’ll call “H”) on 25 November 2023, and paid £549 for the stay wit... (4 pages)View decision -
Decision Reference DRN-5411737
24 Mar 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5411737 The complaint Mrs C complains about how HSBC UK Bank Plc has administered her loan account when she tried to make additional payments. She says HSBC didn’t correctly apply her additional payment and this has resulted in her paying more interest on the loan. What happened I ... (2 pages)View decision -
Decision Reference DRN-5231986
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5231986 The complaint Mr G complains that Santander UK Plc (“Santander”) won’t refund the money he lost to what he believes to be an investment scam. Mr G’s complaint has been brought by a professional representative but, for ease, I’ll only refer to Mr G in this decision. What happ... (6 pages)View decision -
Decision Reference DRN-5302556
24 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5302556 The complaint Mr V has complained about difficulties he faced when trying to activate his online profile with Principality Building Society (PBS). Mr V is also unhappy that due to the difficulties he faced, this affected his ability to pay money into his PBS account. What ha... (3 pages)View decision
