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 366763 results
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Decision Reference DRN-4902122
1 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4902122 The complaint Miss S complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only ref... (3 pages)View decision -
Decision Reference DRN-5211995
1 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5211995 The complaint Mr W is unhappy after he fell victim to an investment scam and Metro Bank PLC decided not to refund him. What happened Mr W was provided information about an investment opportunity in S, by financial brokers. These were brokers he’d used previously and had mad... (6 pages)View decision -
Decision Reference DRN-5517224
1 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5517224 The complaint Mr W complains Santander UK Plc’s app doesn’t warn customers that they’ve gone over the daily transfer limit when they’re making payments. In his case he complains this caused him reputational and financial loss. What happened Mr W has an account with Santander... (3 pages)View decision -
Decision Reference DRN-5503878
1 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5503878 The complaint Mr M is unhappy that National Westminster Bank Plc (“NatWest”) reduced the credit limit on his account and with the service he received when he questioned the reduction. What happened In December 2024, Mr M made a late payment to his NatWest credit card account... (3 pages)View decision -
Decision Reference DRN-5507545
1 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5507545 The complaint Mr E complains that NewDay Ltd collected his Direct Debit payment after he had made a manual payment. What happened Mr E holds a John Lewis Credit Card supplied by NewDay. On 28 June 2024 Mr E received an email advising him that he was nearing his credit limit ... (2 pages)View decision -
Decision Reference DRN-5527945
1 May 2025 Stagemount Limited UpheldConsumer CreditDRN-5527945 The complaint Mr M complains that Stagemount Limited trading as Quid Market (“QuidMarket”) was irresponsible to lend to him on six occasions. Mr M has brought his complaint via a representative but I will refer to him throughout for simplicity. What happened QuidMarket agr... (6 pages)View decision -
Decision Reference DRN-5498094
1 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5498094 The complaint Mr B is complaining about the length of time it took Tradex Insurance Company PLC to repair his vehicle which he used as a private hire vehicle after he made a claim on his commercial vehicle insurance policy. Tradex used a third-party agent to manage Mr B’s cl... (2 pages)View decision -
Decision Reference DRN-5502054
1 May 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5502054 The complaint Miss T complains about how I Go 4 Ltd. trading as WiseDriving advised her driving score had decreased which resulted in an additional premium being applied to her policy. Miss T cancelled her policy but she was unhappy with the outstanding balance WiseDriving s... (4 pages)View decision -
Decision Reference DRN-5413567
1 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5413567 The complaint Mr and Mrs J complain that HSBC UK Bank Plc (trading as First Direct) didn’t protect them from an investment scam. Mr and Mrs J are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr and Mrs J in this decision. Wh... (5 pages)View decision -
Decision Reference DRN-5501393
1 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5501393 The complaint Mr M complains about the price quoted by U K Insurance Limited (“UKI”) to renew his motor insurance policy. He also complains about their decision to decline to offer a quote the following year. What happened Mr M received a quote to renew his policy which he ... (4 pages)View decision
