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 366350 results
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Decision Reference DRN-5534232
20 May 2025 Equifax Limited Not upheldConsumer CreditDRN-5534232 The complaint Miss M complains that Equifax Limited sent her a letter advising her that someone had tried to access her credit report but they haven’t passed this to the fraud team to investigate. What happened Miss M received a suspicious activity letter from Equifax advisi... (3 pages)View decision -
Decision Reference DRN-5534644
20 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5534644 The complaint Miss C complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it provided her with a credit card facility and subsequently increased the limits on that credit card account. What happened Miss C says in April 2022 NewDay approved a credit card a... (3 pages)View decision -
Decision Reference DRN-5555919
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5555919 The complaint A charity, which I will refer to as K, complains about the handling and settlement of its commercial property insurance claim by Aviva Insurance Limited. What happened The background to the complaint is well known by both parties. So, the following is intended ... (8 pages)View decision -
Decision Reference DRN-5571343
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571343 The complaint Mr A complains about losses he says he suffered as a result of errors made by Santander UK Plc when it processed a cash deposit in branch. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I cons... (3 pages)View decision -
Decision Reference DRN-5499361
20 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5499361 The complaint Mr W complains that MBNA Limited trading as MBNA have irresponsibly lent to him, What happened Mr W was approved for an MBNA credit card on 10 November 2004. Due to the time that’s passed, it’s not clear what his opening credit limit was. MBNA’s notes go back t... (2 pages)View decision -
Decision Reference DRN-5303122
20 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5303122 The complaint Mrs N has complained about the actions of St James’s Place Wealth Management Plc (‘SJP’) when she tried to withdraw tax-free cash from her pension. She says SJP caused unreasonable delays. What happened On 10 April 2024, Mrs N called SJP’s administration team t... (4 pages)View decision -
Decision Reference DRN-5243995
20 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5243995 The complaint Mr M complains about the quality of a new car he acquired through a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘Mobilize’). Mr M says that after the first few months he noticed the car had a lot of faults... (5 pages)View decision -
Decision Reference DRN-5372368
20 May 2025 Santander UK Plc UpheldMortgagesDRN-5372368 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property, despite initially being told porting was possible. As a result, they will have to incur an early repayment charge (ERC). What h... (3 pages)View decision -
Decision Reference DRN-5404931
20 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5404931 The complaint Ms H is unhappy with Domestic & General Insurance Plc (“D&G”) following the replacement of a washing machine under her household warranty. Ms H says the replacement machine doesn’t dry her washing as effectively as she thinks it should. What happened Ms... (2 pages)View decision -
Decision Reference DRN-5350302
20 May 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5350302 The complaint Mr N and Mrs N complain about HDI Global Specialty SE (“HDI”) and their refusal to make further payments to settle the claim made on their home insurance policy. Mr N and Mrs N also complain about HDI’s decision to reserve their right to invoke the fraud condit... (5 pages)View decision
