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 380824 results
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Decision Reference DRN-5053750
16 Oct 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5053750 The complaint Mr W complains about AA Underwriting Insurance Company Limited’s (AA) handling of a claim for hail damage and the settlement payment it offered, under his motor insurance policy. What happened Mr W was driving in Europe when his car was damaged by a hailstorm. ... (3 pages)View decision -
Decision Reference DRN-5052953
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5052953 The complaint Mrs H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened In February 2019, Mrs H applied for a credit card with Aqua. In her application, Mrs H said s... (3 pages)View decision -
Decision Reference DRN-5085420
16 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5085420 The complaint Mr W complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) have reported unfair information on his credit file relating to a loan agreement he has with it. What happened Mr W bought some furniture and used Novuna to finance th... (4 pages)View decision -
Decision Reference DRN-4997616
16 Oct 2024 FCE Bank Plc UpheldBanking and PaymentsDRN-4997616 The complaint Mr S complains FCE Bank plc trading as Ford Money (Ford) provided poor customer service when dealing with his ISA transfer. What happened Mr S says in early January 2024 he asked Ford to organise an ISA transfer from another provider. Mr S says Ford initially m... (3 pages)View decision -
Decision Reference DRN-5085276
16 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5085276 The complaint Mrs R has complained that Wise Payments Limited (trading as “Wise”) failed to protect her when she fell victim to a romance scam. What happened I issued my provisional decision in September 2024 in which I explained I was minded to uphold this complaint. I’ve ... (4 pages)View decision -
Decision Reference DRN-5075681
16 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5075681 The complaint Mrs W complains she was misled about how interest is applied to purchases made with her MBNA Limited credit card. What happened Mrs W applied for a credit card with MBNA via a third party comparison website. Mrs W has explained that she thought she was applying... (2 pages)View decision -
Decision Reference DRN-4901970
16 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4901970 The complaint Ms B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened What Ms B says Ms B says she was browsing the internet when she came across an advert for a company I’ll refer to as M in my decision. M s... (6 pages)View decision -
Decision Reference DRN-4261173
16 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4261173 The complaint Mr C has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (5 pages)View decision -
Decision Reference DRN-4970661
16 Oct 2024 esure Insurance Limited Not upheldInsuranceDRN-4970661 The complaint Mr R complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy and did not provide him with a courtesy car. esure are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (3 pages)View decision -
Decision Reference DRN-5085899
16 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5085899 The complaint Mrs B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing with a card she couldn’t afford and then going on to increase the credit limit. What happened Mrs B opened a credit ... (3 pages)View decision
