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 360982 results
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Decision Reference DRN-5203629
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5203629 The complaint Mrs O complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs O 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 O herself. Wh... (5 pages)View decision -
Decision Reference DRN-5241916
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5241916 The complaint Mrs M complains that NewDay Ltd irresponsibly lent to her. What happened Mrs M was approved for an NewDay credit card (which I will refer to as A in this decision), in August 2020 with a credit limit of £500. I have detailed the credit limit changes below: Nove... (5 pages)View decision -
Decision Reference DRN-5095711
7 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5095711 The complaint Mrs H and Miss H complain about the increase in price of a pet insurance policy provided by Royal & Sun Alliance Insurance Limited (“RSA”). What happened The full details of the complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-5246044
7 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5246044 The complaint Mr C complains that Scottish Widows Limited, trading as Halifax Financial Services (‘HFS’), have not treated him fairly as he’s now unable to switch his pension fund to a different provider. He went on to say that he’d now like to be allowed to move his pension... (6 pages)View decision -
Decision Reference DRN-5245482
7 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5245482 The complaint Mr N complains that Wise Payments Limited trading as Wise (Wise) won’t refund money he lost in a job scam. What happened Mr N was self-employed and short of work and money. He was looking for other work and had signed up to some recruitment agencies. He got a ... (6 pages)View decision -
Decision Reference DRN-5245029
7 Jan 2025 BISL Limited UpheldInsuranceDRN-5245029 The complaint Mr B complains that BISL Limited (“BISL”) didn’t increase his policy cover on his request. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr B had buildings and content... (4 pages)View decision -
Decision Reference DRN-5197681
7 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5197681 The complaint Miss H complains that NewDay Ltd irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself. What ... (4 pages)View decision -
Decision Reference DRN-5244997
7 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5244997 The complaint Mr N complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in a job scam. What happened What Mr N says: Mr N was self-employed and short of work and money. He was looking for other work and had signed up to some recruitment agencies. He got a call... (8 pages)View decision -
Decision Reference DRN-5203786
7 Jan 2025 Yorkshire Building Society Not upheldMortgagesDRN-5203786 The complaint Mrs C and Mr G complain that Yorkshire Building Society trading as Chelsea Building Society didn’t notify them that the fixed interest rate on their mortgage was coming to an end. Mrs C and Mr G complain that this meant they missed out on taking a new interest ... (4 pages)View decision -
Decision Reference DRN-5245864
7 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5245864 The complaint Mrs C is unhappy that National Westminster Bank Plc (“NatWest”) stopped a payment for further checks after she had already authorised the payment. What happened Mrs C was holidaying overseas and on 25 March 2024 she called NatWest to instruct a payment of £1,0... (3 pages)View decision
