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-4818168
24 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818168 The complaint Mr R complains that NewDay Ltd was irresponsible to lend to him. What happened Mr R had eight NewDay credit cards as follows: Aqua – opened on 20 October 2014; Burton – opened on 26 June 2016; Topman – opened on 28 June 2016; Marbles – opened on 14 December 20... (3 pages)View decision -
Decision Reference DRN-4818087
24 May 2024 Santander UK Plc Not upheldConsumer CreditDRN-4818087 The complaint Mr D complains that Santander UK Plc (“Santander”) irresponsibly gave him a loan that he couldn’t afford. What happened In February 2022 Mr D applied for a loan with Santander. He was given a loan of £10,000 by way of a fixed sum loan agreement. Under the terms of... (3 pages)View decision -
Decision Reference DRN-4811845
24 May 2024 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-4811845 The complaint The estate of Mrs O complains that Golden Charter Limited cancelled Mrs O’s funeral plan without notification. The estate also complains Golden Charter didn’t comply with GDPR during calls with a family member. The estate is represented by Mrs B, so I’ll refer bot... (3 pages)View decision -
Decision Reference DRN-4813003
24 May 2024 Project Solar UK Ltd Not upheldConsumer CreditDRN-4813003 The complaint Mrs B complains that Project Solar UK Ltd (“Project Solar”) misled her with regards the financial benefits she could expect from a solar panel system they sold to her. What happened In March 2017, Mrs B bought a solar panel system from Project Solar using a fixed ... (6 pages)View decision -
Decision Reference DRN-4817725
24 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4817725 The complaint Ms B complains that Loans 2 Go Limited was irresponsible in its lending to her. She also complains that the application process and after care was confusing and that the loan is incurring excessive interest. She wants the interest rate on the loan to be reduced. W... (4 pages)View decision -
Decision Reference DRN-4817193
24 May 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4817193 The complaint Mr B complains, with the help of a professional representative, that James Hay Administration Company Ltd (James Hay) failed to undertake sufficient due diligence in relation to the Elysian Fuels investment he made, didn’t follow its own internal protocols and as ... (4 pages)View decision -
Decision Reference DRN-4817179
24 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4817179 The complaint Mr C complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (48 pages)View decision -
Decision Reference DRN-4817660
24 May 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4817660 The complaint Mr F complains that Nationwide Building Society (“Nationwide”) failed to prevent a false loan application from being made using his own details, causing him considerable distress. What happened Mr F had an account with Nationwide that hadn’t been actively used in ... (4 pages)View decision -
Decision Reference DRN-4817253
24 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4817253 The complaint Mr W complains that Wise Payments Limited withheld access to funds after it closed his account. What happened Mr W had an account with Wise. In July 2020, Wise froze Mr W’s account. It says he was using the account for speculative currency trading – which it says ... (3 pages)View decision -
Decision Reference DRN-4817465
24 May 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4817465 The complaint Ms H1 and Ms H2’s complaint is about the handling of claims made under the legal expenses section of a household insurance policy by Amtrust Europe Limited. The complaint is about the claims made by Ms H1, so I will refer to her throughout. Amtrust Europe Limited ... (4 pages)View decision
