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 369227 results
-
Decision Reference DRN-5450737
15 Apr 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5450737 The complaint Mr R complains that Modulr FS Limited trading as Plutus (Plutus) changed its operating terms meaning he couldn’t access his account and rewards without taking out a subscription. He wants his account balance and cash equivalent of his rewards to be paid and com... (4 pages)View decision -
Decision Reference DRN-5467966
15 Apr 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5467966 The complaint Mrs G complains that HBOS Investment Fund Managers Limited (“Halifax”) made mistakes and caused delays when she asked to withdraw money and close her ISA account. She says she needed the money for a house deposit and had to withdraw money from her company which... (5 pages)View decision -
Decision Reference DRN-5190621
15 Apr 2025 EE Limited Not upheldConsumer CreditDRN-5190621 The complaint Miss H complains EE Limited mis-sold her a mobile phone she acquired under a fixed sum loan agreement. What happened In August 2023, Miss H entered into a fixed sum loan agreement for a mobile phone device. The total amount of credit was around £160, to be rep... (4 pages)View decision -
Decision Reference DRN-5441807
15 Apr 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5441807 The complaint Mr B complains that Prepay Technologies Limited (Prepay) provided a prepaid card for use abroad, but he couldn’t access the funds as the travel company entered the wrong date of birth. He said this caused stress and affected his and his wife’s enjoyment of thei... (3 pages)View decision -
Decision Reference DRN-5355317
15 Apr 2025 Smart Currency Exchange Limited Not upheldBanking and PaymentsDRN-5355317 The complaint Ms B complains that Smart Currency Exchange Limited (Smart) hasn’t located the funds she deposited with them in 2022. She would like Smart to return the £10,137 it deducted from her deposits when she cancelled the contracts so there’s no financial loss to her. ... (5 pages)View decision -
Decision Reference DRN-5362892
15 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5362892 The complaint Mr C complains about the premium for his motor insurance policy with AXA Insurance UK Plc (AXA) when the policy came up for renewal. Mr C also complains about difficulties getting through to AXA and how he was treated by a call handler. References to AXA in th... (4 pages)View decision -
Decision Reference DRN-5393120
15 Apr 2025 Wakam Not upheldInsuranceDRN-5393120 The complaint Mrs T and Mr T are unhappy with the decision by Wakam following a claim for storm damage on their home insurance policy. Mrs T and Mr T are both parties to this complaint. Mr T has primarily dealt with this service. For ease of reference I have referred to Mr ... (4 pages)View decision -
Decision Reference DRN-5457170
15 Apr 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5457170 The complaint Mr W complains about how Sainsburys Bank Plc (Sainsburys) handled the cancellation of his motor insurance policy, following an incident involving a collision with a third party vehicle. Any reference to Sainsburys in this decision includes their agents. This ... (5 pages)View decision -
Decision Reference DRN-5484687
15 Apr 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5484687 The complaint Mr C, an executor of the estate of Mr S, complains about Hiscox Insurance Company Limited’s handling of an escape of water claim under a buildings insurance policy, and the cost of the insurance. What happened Mr C complained to Hiscox in 2024 following its dec... (5 pages)View decision -
Decision Reference DRN-5325651
15 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5325651 The complaint Mr M complains NewDay Ltd (NewDay) failed to carry out proper financial checks before it approved a credit card account and the subsequent credit limit increases on that account. What happened Mr M says NewDay acted irresponsibly when it provided him with a cre... (3 pages)View decision
