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 388057 results
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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 -
Decision Reference DRN-5221540
1 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5221540 The complaint Mrs T’s complaint concerns advice provided by St. James's Place Wealth Management Plc (“SJP”) to start a Loan Plan to mitigate an inheritance tax (IHT) liability. She’s unhappy with the growth achieved by the investment, along with a lack of transparency w... (3 pages)View decision -
Decision Reference DRN-5276869
1 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5276869 The complaint Mr T’s complaint concerns advice provided by St. James's Place Wealth Management Plc (“SJP”) to start a Loan Plan to mitigate an inheritance tax (IHT) liability. He’s unhappy with the growth achieved by the investment, along with a lack of transparency abo... (3 pages)View decision -
Decision Reference DRN-5474338
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5474338 The complaint Mr O complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr O had an account with Monzo. On 16 August 2024, two payments of over £490 and a payment for £480 were... (4 pages)View decision