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 381196 results
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Decision Reference DRN-4868915
25 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4868915 The complaint Mr M and Ms J’s complaint is about a mortgage account held with Bank of Scotland plc trading as Birmingham Midshires (and referred to here as BM). Following a decision I issued on 22 October 2024, the issues I am able to consider in relation to this complaint ... (4 pages)View decision -
Decision Reference DRN-4673695
25 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4673695 The complaint Mr M complains that HSBC UK Bank Plc won’t refund disputed transactions made from his account. He’d like the transactions refunded and compensation for the impact. What happened The detailed background of this complaint is well known to both parties. So, I’ll o... (3 pages)View decision -
Decision Reference DRN-5061750
25 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5061750 The complaint Mr G complains that Vanquis Bank Limited lent to him irresponsibly. What happened Mr G applied for a credit card with Vanquis in January 2013. Vanquis approved the application and gave Mr G a credit card with an initial credit limit of £500. The credit limit wa... (3 pages)View decision -
Decision Reference DRN-5073371
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5073371 The complaint Mrs H complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs H was approved for an Aqua credit card in May 2022 with an initial credit limit of £450. The credit limit was increased to £1,300 in November 2022. Mrs H says Aqua irre... (3 pages)View decision -
Decision Reference DRN-4725603
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4725603 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert in which a well-k... (6 pages)View decision -
Decision Reference DRN-4972978
25 Oct 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4972978 The complaint Mrs A has complained about the way Astrenska Insurance Limited (trading as Collinson Insurance) handled a claim she made on a travel insurance policy. What happened Mrs A was unfortunately the victim of a robbery whilst abroad and so she made a claim on the po... (3 pages)View decision -
Decision Reference DRN-5103083
25 Oct 2024 People's Administration Services Limited UpheldPensions and AnnuitiesDRN-5103083 The complaint Mr R has complained about a transfer of his B & C E Financial Services Limited (B&CE) personal pension to a small self-administered scheme (SSAS 1 ) in April 2015. Mr R’s SSAS was subsequently used to invest in overseas commercial property developments.... (12 pages)View decision -
Decision Reference DRN-4855961
25 Oct 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4855961 The complaint Mr P complains about Santander Consumer (UK) Plc (‘Santander’). He says he is unhappy about how Santander has administered his car finance agreement. He said that it should have told him that a firm of solicitors would contact him before they did. And he also t... (3 pages)View decision -
Decision Reference DRN-4866247
25 Oct 2024 Fogwill & Jones Asset Management Ltd Not upheldInvestmentsDRN-4866247 The complaint Mr S has complained about the management of the portfolio of investments he held with Fogwill & Jones Asset Management Ltd, trading as Fogwill & Jones Wealth Management (‘Fogwill’). Mr S says he suffered a loss of £26,000 and would like 50% of those los... (7 pages)View decision -
Decision Reference DRN-4791472
25 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4791472 The complaint Mr W complains about not being able to early terminate a motor hire agreement he had with Santander Consumer (UK) Plc (SCUK). Mr W has referred to a change in his circumstances, brought on by a medical condition, and is unhappy that SCUK will not allow him to e... (3 pages)View decision
