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 361839 results
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Decision Reference DRN-4640113
5 Mar 2024 American International Group UK Limited Not upheldInsuranceDRN-4640113 The complaint Mr A has complained that American International Group UK Limited (“AIG”) didn’t meet his claim for lost wired headphones. What happened Mr A made a claim under the mobile phone insurance he had with his packaged bank account. AIG met the claim for Mr A’s mobile ph... (2 pages)View decision -
Decision Reference DRN-4661590
5 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4661590 The complaint Mr T complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has had several accounts with Nationwide and has been a customer for over 10 years. Mr T says he spoke to a lifelong friend abo... (3 pages)View decision -
Decision Reference DRN-4383649
5 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4383649 The complaint Mr M has complained that BMW Financial Services(GB) Limited, trading as ALPHERA Financial Services (‘Alphera’), has refused to close his finance agreement, despite not supplying him with the car that it was for. What happened Mr M had a car financed through Alpher... (3 pages)View decision -
Decision Reference DRN-4249768
5 Mar 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4249768 The complaint Mrs W complains that Aviva Life & Pensions UK Limited failed to correctly process an instruction for the partial transfer of some ISA savings she held with another provider. What happened Mrs W has been assisted in making the transfer, and this complaint, by h... (4 pages)View decision -
Decision Reference DRN-4438097
5 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4438097 The complaint Ms D complains that The Prudential Assurance Company Limited (Prudential) delayed in dealing with her request to withdraw her pension fund as a lump sum. She’s also unhappy that Prudential didn’t get back to her as promised to discuss her complaint. As mentioned b... (5 pages)View decision -
Decision Reference DRN-4501210
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4501210 The complaint Ms C complains that NewDay Ltd (trading as Aqua) was irresponsible to lend to her. What happened Ms C was approved for an Aqua credit card in April 2015, and then six credit limit increases as follows: Date Credit Limit Opening 29 Apr 2015 £250 Increase 1 21 Sep 2... (4 pages)View decision -
Decision Reference DRN-4647558
5 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4647558 The complaint Mr B is unhappy that he’s been charged for damage to a car supplied to him under a hire agreement with Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions. What happened In November 2018, Mr B was supplied with a new car through a hire agreement with ... (3 pages)View decision -
Decision Reference DRN-4632842
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632842 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr S has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, off... (5 pages)View decision -
Decision Reference DRN-4661863
5 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4661863 The complaint Mr B complains that he was unable to open a savings account with Nationwide Building Society so missed out on interest and a “fairer share” bonus payment. What happened In October 2022, Mr B attempted to open a current account online with Nationwide, to take advan... (3 pages)View decision -
Decision Reference DRN-4661493
5 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4661493 The complaint Ms K complains Wise Payments Limited charged her fees she wasn’t aware of. What happened Ms K saw an advert for Wise, and it said ‘Receive money with Wise for free’. Ms K opened a Wise business account as she was expecting a payment in Euros. Ms K received the pay... (3 pages)View decision
