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 365360 results
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Decision Reference DRN-4708497
11 Apr 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4708497 The complaint Mr J complains that Madison CF UK Limited (trading as 118 118 Money) was irresponsible to lend to him and provided poor customer service. What happened Mr J was approved for a credit card with 118 118 Money in May 2021. This was followed by a credit limit increase... (3 pages)View decision -
Decision Reference DRN-4702346
11 Apr 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4702346 The complaint Mrs S and Mr S complain that The Royal Bank of Scotland Plc (RBS) unfairly prevented them from depositing a cheque. This caused them inconvenience and embarrassment. For ease of reading, I’ll simply refer to Mr S. What happened In January 2024, Mr S tried to pay i... (2 pages)View decision -
Decision Reference DRN-4736536
11 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4736536 The complaint Mr B complains that Advantage Insurance Company Limited inaccurately recorded information about an incident involving his vehicle on a central database. Mr B says this meant he was charged a higher premium when he took out a motor insurance policy elsewhere. Advan... (4 pages)View decision -
Decision Reference DRN-4602652
11 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4602652 The complaint Mrs C complains MBNA Limited has failed to assist her with a dispute over payments she made on her credit card to a company for a timeshare exit service. Mrs C has been represented in her complaint by a claims management company (“CMC”). When I refer to actions ta... (3 pages)View decision -
Decision Reference DRN-4530805
11 Apr 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4530805 The complaint Mr M complains that MBNA Limited allowed him to make cash withdrawals totalling £1750 on his credit card. What happened Mr M held a credit card with MBNA. He’s unhappy that he was allowed to make cash withdrawals totalling £1750 in February 2023. Mr M complained t... (2 pages)View decision -
Decision Reference DRN-4731693
11 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4731693 The complaint Mr B complains that Santander UK Plc (Santander) won’t refund money he lost in a scam. What happened What Mr B says: Mr B’s son went to play football in Italy on a contract with a local club. In September 2023, Mr B was asked to pay euro2,500 for his son’s boardin... (4 pages)View decision -
Decision Reference DRN-4568559
11 Apr 2024 FB Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4568559 The complaint Mr W complains about the outcome of the review carried out by FB Wealth Management Ltd trading as Forrester Boyd Wealth Management (“Forrester Boyd WM”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my... (8 pages)View decision -
Decision Reference DRN-4709504
11 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4709504 The complaint Ms T complains that Santander UK Plc did not refund a series of payments she lost to a scam. What happened Ms T saw an advert online about cryptocurrency and the returns that can be made on investments related to them. She searched online and found a company I’ll ... (6 pages)View decision -
Decision Reference DRN-4734790
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734790 The complaint Mr H complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (28 pages)View decision -
Decision Reference DRN-4675032
11 Apr 2024 Gain Credit LLC UpheldConsumer CreditDRN-4675032 The complaint Mr O complains that Gain Credit trading as Drafty approved two lines of credit for him without carrying out satisfactory affordability checks. Mr O adds that the increase in the second facility’s credit limit was ‘reckless lending’. Mr O has an additional concern ... (4 pages)View decision
