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-5513770
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513770 The complaint Mrs H complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs H is supported by a representative. For ease, though, I’ll only refer to Mrs H throughout. What happened In March ... (3 pages)View decision -
Decision Reference DRN-5465869
19 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5465869 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited haven’t met the full cost of the repairs needed after a leak. What happened Mr D held a buildings insurance policy with Admiral. In January 2022 when he was having his new kitchen fitted, the fitter di... (3 pages)View decision -
Decision Reference DRN-5511793
19 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5511793 The complaint Mr and Mrs L complain that Astrenska Insurance Limited declined their claim against their travel insurance policy. Reference to Astrenska includes its agents . Mr and Mrs L also complain about the sale of the policy, which is being dealt with separately. What... (2 pages)View decision -
Decision Reference DRN-5543135
19 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5543135 The complaint Miss R complains that American Express Services Europe Limited (“Amex”) has not met her claim for a refund of a credit card payment. She says that the work which was carried out was not of a satisfactory quality. What happened Miss R runs a property maintenance... (4 pages)View decision -
Decision Reference DRN-5081269
19 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5081269 The complaint Mr I complains Bank of Scotland (“BoS”) won’t reimburse £10,000 that he lost when he fell victim to an investment scam. What happened Mr I made the following payments to the scam. Date Amount 12/03/21 £2,500 12/03/21 £2,500 22/03/21 £2,500 22/03/21 £2,500 Our... (2 pages)View decision -
Decision Reference DRN-5083319
19 May 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5083319 The complaint Mrs S complains that Trading 212 UK Limited (‘Trading 212’) unfairly closed her account. What happened Mrs S had a stocks and shares ISA with Trading 212. On 10 June 2024 Trading 212 sent her an email titled ‘Account Termination Notice’. The email said Mrs S’s ... (4 pages)View decision -
Decision Reference DRN-5544826
19 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5544826 The complaint Ms G complains about how U K Insurance Limited dealt with a claim against a motor insurance policy. Reference to UKI includes its agents. What happened Ms G hires a car through a mobility scheme and has the benefit of car insurance underwritten by UKI. In Nove... (5 pages)View decision -
Decision Reference DRN-5547505
19 May 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5547505 The complaint Mr R complains that East End Fair Finance Limited was irresponsible in its lending to him. He wants all interest and charges paid on his loans refunded along with statutory interest. He also wants any adverse information regarding the loans removed from his cre... (3 pages)View decision -
Decision Reference DRN-5320794
19 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5320794 The complaint Mr H has complained Lloyds Bank plc is asking him to repay a personal loan he didn’t take out. What happened In 2023, Mr H believe he was taken advantage of by someone pretending to be his friends. Two loans were taken out for £6,000 and £10,000. He initially r... (2 pages)View decision -
Decision Reference DRN-5334980
19 May 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5334980 The complaint Mr H has complained Admiral Financial Services Limited, trading as Admiral Loans, is asking him to repay a personal loan he didn’t take out. What happened In 2023, Mr H believes he was taken advantage of by someone pretending to be his friend. Two loans were ta... (2 pages)View decision
