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-4788752
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4788752 The complaint Mr V complains Wise Payments Limited won’t reimburse £1,500 that he lost when he fell victim to an employment scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Wise ought to have m... (1 page)View decision -
Decision Reference DRN-5242167
22 Jan 2025 Blueberry Wealth Limited UpheldMortgagesDRN-5242167 The complaint Miss H and Mr P ‘s complaint is about customer service in relation to a mortgage application made through Blueberry Wealth Limited trading as Blueberry Mortgages (“Blueberry”). What happened I don’t need to set out the full background to the complaint. This is... (4 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-5272198
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5272198 The complaint Miss H1 and Miss H2 complain because AXA PPP Healthcare Limited (‘AXA PPP’) declined claims made under a private medical insurance policy and retrospectively added exclusions to the policy. Miss H1 and Miss H2’s complaint has been brought to us by a representat... (6 pages)View decision -
Decision Reference DRN-5266144
22 Jan 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5266144 The complaint Mr P is unhappy that Skipton Building Society (“SBS”) wouldn’t update his grandchildren’s passbooks when he took them into branch. What happened Mr P went into an SBS branch and asked them to update the account passbooks for accounts held by his adult grandchil... (2 pages)View decision -
Decision Reference DRN-5272471
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272471 The complaint Mr E complains that Bank of Scotland Plc trading as Halifax (‘Halifax’) charged him interest on his credit card account when he wasn’t expecting it. Mr E wants an independent review of Halifax’s terms and conditions and a refund of the interest charged. He’d l... (4 pages)View decision -
Decision Reference DRN-5018546
22 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5018546 The complaint Mr P complains about how Scottish Widows Limited handled his pension transfer. What happened Mr P contacted Scottish Widows in advance to discuss a transfer he wanted to make out of his pension fund to another provider. He told Scottish Widows that he didn’t want ... (4 pages)View decision -
Decision Reference DRN-5169979
22 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5169979 The complaint Mr Y complains about how PayPal UK Ltd has dealt with a claim for an item he purchased that wasn’t as described. What happened In February 2024 Mr Y made a purchase online, which he paid for using PayPal. In March 2024, he told PayPal that the item he’d receive... (2 pages)View decision -
Decision Reference DRN-5271474
22 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5271474 The complaint Mrs E and Mr E are unhappy with the decision made by Liverpool Victoria Insurance Company Limited (trading as LV) following a claim for escape of water under their home insurance policy. Mr E and Mrs E are both parties to this complaint. Mrs E primarily dealt ... (5 pages)View decision
