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 360982 results
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Decision Reference DRN-5359854
17 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5359854 The complaint Miss M complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss M was provided with two loans by Zopa the details of which are set out below. Loan Amount Date Term Monthly repayments 1 £4,000 November 2020 36 months £153.74 2... (3 pages)View decision -
Decision Reference DRN-5039067
17 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5039067 The complaint Miss H complains that Starling Bank Limited (‘Starling’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened Miss H says that she was introduced to an investment opportunity with a company I’ll refer to as V by an employee... (2 pages)View decision -
Decision Reference DRN-5359000
17 Mar 2025 Aviva Equity Release UK Limited UpheldMortgagesDRN-5359000 The complaint Mr D complains about Aviva Equity Release UK Limited’s customer service when responding to his questions about his lifetime mortgage. What happened Mr D took a lifetime mortgage with Aviva in 2019. Over the years he’s been unhappy with the amount of roll-up in... (5 pages)View decision -
Decision Reference DRN-5169556
17 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5169556 The complaint Mrs H complains that NewDay Ltd shouldn’t have given her a credit card and increased the credit limit on the card. She says it acted irresponsibly and should have done more to check she could afford the account. What happened NewDay provided Mrs H with an Aqua ... (3 pages)View decision -
Decision Reference DRN-5282154
17 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5282154 The complaint Ms M has complained that NewDay Ltd acted irresponsibly when it gave her three credit card accounts. Ms M is represented in the complaint but for simplicity I will refer to Ms M throughout as if all submissions have been made by her. What happened I don’t nee... (3 pages)View decision -
Decision Reference DRN-5381904
17 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5381904 The complaint This complaint is about an expired interest-only mortgage Miss H holds with National Westminster Bank Plc (NatWest). The gist of the complaint is that Miss H believes NatWest is harassing her to repay the mortgage, and wouldn’t offer her forbearance, such as a ... (4 pages)View decision -
Decision Reference DRN-5295414
17 Mar 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5295414 The complaint Ms H complains Modulr FS Limited unfairly blocked her account, then closed it and returned funds back to source after completing a review. She wants the funds repaid to her. What happened Ms H held an account with a firm who I’ll refer to as P, for which Modulr... (2 pages)View decision -
Decision Reference DRN-5391017
17 Mar 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5391017 The complaint Miss H complains that when she claimed on her pet insurance policy, EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) (“ELICO”) trading as The Insurance Emporium added two exclusions to the policy, and made a deduction in respect of the payment for a consult... (3 pages)View decision -
Decision Reference DRN-5400284
17 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5400284 The complaint Mr G complains about the premium set by First Central Underwriting Limited (‘First Central’) to renew his car insurance policy. What happened Mr G held car insurance provided by First Central. In July 2024 he was invited to renew his policy, with an increased ... (3 pages)View decision -
Decision Reference DRN-5242343
17 Mar 2025 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-5242343 The complaint Mr S complains about Allegiant Finance Services Limited (“AFS”) and the success fees they have invoiced him for following a successful claim against lender A. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend... (3 pages)View decision
