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 392389 results
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Decision Reference DRN-5739266
7 Aug 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5739266 The complaint Mr C complains that he was unsuitably advised by Braemar Financial Planning Limited (BFPL) to transfer deferred benefits from his defined benefit (DB) pension to a Section 32 buy-out plan with Legal and General in 1995. BFPL is a member of Sesame Limited who ha... (5 pages)View decision -
Decision Reference DRN-5638306
7 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5638306 The complaint Mr K complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr K was looking for ways to earn more interest on his savings and came across a cryptocurrency inves... (4 pages)View decision -
Decision Reference DRN-5723149
7 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5723149 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5602368
7 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5602368 The complaint Mr M complains that NewDay Ltd trading as Fluid have irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr ... (4 pages)View decision -
Decision Reference DRN-5704563
7 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5704563 The complaint Mr A complains that West Bay Insurance Plc (West Bay) unfairly declined a claim he made on a motor insurance policy. Mr A is the named policyholder for the insurance policy, and so he refers the complaint to our service. The majority of the contact with both We... (3 pages)View decision -
Decision Reference DRN-5711158
7 Aug 2025 Wakam UpheldInsuranceDRN-5711158 The complaint Mr L, a sole trader, complains about the handling of his commercial motor insurance claim by Wakam. What happened Both parties are aware of the circumstances of this complaint, so the following is intentionally brief. Mr L is a taxi driver and held a commercial... (2 pages)View decision -
Decision Reference DRN-5658377
7 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5658377 The complaint Mr J complains ACI-UK Limited have refused to provide him with the Deed of Assignment (DOA) he says they’re required to about a debt they’re asking him to repay. And he says they’ve harassed him when contacting him. What happened As I understand it an account i... (3 pages)View decision -
Decision Reference DRN-5383140
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5383140 The complaint Mr S complains National Westminster Bank Public Limited Company (‘NatWest’) closed his bank account, and he feels he has been discriminated against. To put things right, Mr S would like NatWest to reinstate his account. What happened In November 2023, NatWest... (3 pages)View decision -
Decision Reference DRN-5711989
7 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5711989 The complaint Mrs P complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her and increased a line of credit without carrying out the appropriate affordability checks which wasn’t sustainable and was detrimental to her financial well-being. What happened Mrs P wa... (5 pages)View decision -
Decision Reference DRN-5524726
7 Aug 2025 Bamboo Limited Not upheldConsumer CreditDRN-5524726 The complaint Mr R complains that Bamboo Limited was irresponsible in its lending to him. He wants all interest removed from his loan. What happened Mr R complained that Bamboo provided him with a top up loan even though he had missed payments on his original loan. He didn’t... (3 pages)View decision