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-5567245
19 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5567245 The complaint Mr M complains that Capital One (Europe) plc (‘Capital One’) haven’t offered him a credit limit increase since he opened his credit card in 2014, and haven’t provided adequate reasons for this. What happened Mr M asked Capital One in October 2024 if they’d cons... (3 pages)View decision -
Decision Reference DRN-5570358
19 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5570358 The complaint and background Miss J complains HSBC UK Bank Plc (‘HSBC’) won’t reimburse her £600 that she lost when she fell victim to an investment scam company. Miss J is also unhappy with the way in which HSBC handled her claim and considers that they ought to have raise... (5 pages)View decision -
Decision Reference DRN-5570281
19 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5570281 The complaint Mr B complains that U K Insurance Limited trading as Churchill (“UKI”) unfairly cancelled his home insurance policy. He’s unhappy that UKI recorded a cancellation/fraud marker against him which has impacted his premiums with other insurers. What happened In May... (6 pages)View decision -
Decision Reference DRN-5568046
19 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5568046 The complaint Mr P complains that Pathlines Pensions UK Limited (then trading as London & Colonial) caused unnecessary delays in processing the transfer of his Self-Invested Personal Pension (‘SIPP’) to a Personal Pension with another provider. He says this caused him to... (8 pages)View decision -
Decision Reference DRN-5570085
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570085 The complaint Mr D complains that NewDay Ltd declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”), after repairs to his car were not carried out to a satisfactory standard. What happened In February 2022 Mr D bought a used car for £12,500. It ha... (4 pages)View decision -
Decision Reference DRN-5296871
19 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5296871 The complaint Mr P complains that Madison CF UK Limited trading as 118 118 Money recorded incorrect information about his fixed sum loan agreement to credit reference agencies. What happened On 27 September 2024, Mr P contacted 118 118 Money to request an arrangement in ord... (3 pages)View decision -
Decision Reference DRN-5177608
19 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5177608 The complaint Mr S is unhappy Metro Bank PLC will not refund all of the money that he lost as the result of an authorised push payment (APP) scam. Mr S brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr S in this de... (3 pages)View decision -
Decision Reference DRN-5540144
19 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5540144 Complaint Ms T has complained about the overdraft charges TSB Bank plc (“TSB”) applied to her two current accounts. She’s effectively said the charges applied to her accounts were excessive and unfair and as she had to borrow further to repay them, they led to ongoing diffic... (5 pages)View decision -
Decision Reference DRN-5245866
19 May 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5245866 The complaint Mr M complains that the car he acquired through Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality. He wants TFS to accept his rejection of the car and cancel his credit agreement. What happened Mr M entered a hire purchase agreement in M... (3 pages)View decision -
Decision Reference DRN-5487135
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5487135 The complaint Mr H complains that NewDay Ltd trading as Aqua (“NewDay”) were irresponsible when lending him two credit cards and by increasing his credit limit. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What... (3 pages)View decision
