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 367926 results
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Decision Reference DRN-5010888
22 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5010888 The complaint Mr B is unhappy that Wise Payments Limited haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr B in the decision. What happened The detailed background ... (3 pages)View decision -
Decision Reference DRN-5476433
22 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5476433 The complaint Mr M complains that American Express Services Europe Limited (AESEL) didn’t send him notifications to let him know when his statement had been generated. This led to him missing payments which impacted his credit file. What happened Mr M previously held a Rewar... (3 pages)View decision -
Decision Reference DRN-5445761
22 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5445761 The complaint Mr H and Mrs H complain about the quality of repairs U K Insurance Limited (‘UKI’) carried out following their claim on the car insurance policy for their leased car. References to UKI include its agents. What happened Mr H and Mrs H have a car provided on a ... (4 pages)View decision -
Decision Reference DRN-5336589
22 Apr 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5336589 The complaint Mr D has complained Telefonica UK Limited, trading as O2, caused him difficulties by not accepting his payments. What happened Mr D has two separate fixed-sum loan agreement with O2. These were dated from 2021 and 2022 for a smart watch and a phone. Mr D was un... (2 pages)View decision -
Decision Reference DRN-5489947
22 Apr 2025 Plend Limited UpheldConsumer CreditDRN-5489947 The complaint Mr C complains that Plend Limited was irresponsible in its lending to him. What happened Mr C was provided with a £10,000 loan by Plend in November 2023. The loan term was 60 months and Mr C was required to make monthly repayments of around £247. Mr C said that... (5 pages)View decision -
Decision Reference DRN-5297753
22 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5297753 The complaint Ms P complains that National Westminster Bank Plc: Sent correspondence about her Enterprise Finance Guarantee (EFG) loan to an incorrect address. Bullied and harassed her over the phone, and generally treated her unfairly in respect of the arrears on her ... (3 pages)View decision -
Decision Reference DRN-5434926
22 Apr 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5434926 The complaint Miss W complains that Gresham Insurance Company Limited (“Gresham”) ceased providing cover and failed to communicate effectively under her home buildings insurance policy. What happened Miss W suffered a serious accident in 2021. As a result, she’s been unable ... (3 pages)View decision -
Decision Reference DRN-5449815
22 Apr 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5449815 The complaint Mr T complains about the quality of a car he acquired under a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance (V12). When I refer to what Mr T has said and what V12 have said, it should also be taken to include things said on ... (5 pages)View decision -
Decision Reference DRN-5496053
22 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5496053 The complaint Mrs D complains that Vanquis Bank Limited irresponsibly lent to her. Mrs D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs D herself. What hap... (3 pages)View decision -
Decision Reference DRN-5039290
22 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5039290 The complaint Mr and Mrs H complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they sent a payment to an investment they now believe to have been a scam. The complaint has been brought via a representative. For ease, I’ll refer to Mr and Mrs H, eve... (3 pages)View decision
