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 367928 results
-
Decision Reference DRN-5312466
17 Mar 2025 Skrill Limited UpheldBanking and PaymentsDRN-5312466 The complaint Mr S complains about Skrill Limited’s customer service after a transfer he was trying to make was rejected multiple times. What happened Mr S attempted to make a transfer using Skrill to another account in his name. This transfer was repeatedly rejected. Mr S c... (2 pages)View decision -
Decision Reference DRN-5350802
17 Mar 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5350802 The complaint Mr C complains that Salary Finance Limited was irresponsible in its lending to him and hasn’t provided him with the service it should have while managing his loan. What happened Mr C was provided with a £5,500 loan by Salary Finance in April 2024. The loan term... (3 pages)View decision -
Decision Reference DRN-5241145
17 Mar 2025 Fairstone Financial Management Limited UpheldInsuranceDRN-5241145 The complaint Ms J complains that Fairstone Financial Management Limited has asked her to pay a clawback commission fee after she cancelled an insurance policy it had arranged for her. What happened In February 2022, Fairstone recommended that Ms J take out life and critica... (3 pages)View decision -
Decision Reference DRN-5359854
17 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5359854 The complaint Miss M complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss M was provided with two loans by Zopa the details of which are set out below. Loan Amount Date Term Monthly repayments 1 £4,000 November 2020 36 months £153.74 2... (3 pages)View decision -
Decision Reference DRN-5039067
17 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5039067 The complaint Miss H complains that Starling Bank Limited (‘Starling’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened Miss H says that she was introduced to an investment opportunity with a company I’ll refer to as V by an employee... (2 pages)View decision -
Decision Reference DRN-5359000
17 Mar 2025 Aviva Equity Release UK Limited UpheldMortgagesDRN-5359000 The complaint Mr D complains about Aviva Equity Release UK Limited’s customer service when responding to his questions about his lifetime mortgage. What happened Mr D took a lifetime mortgage with Aviva in 2019. Over the years he’s been unhappy with the amount of roll-up in... (5 pages)View decision -
Decision Reference DRN-5169556
17 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5169556 The complaint Mrs H complains that NewDay Ltd shouldn’t have given her a credit card and increased the credit limit on the card. She says it acted irresponsibly and should have done more to check she could afford the account. What happened NewDay provided Mrs H with an Aqua ... (3 pages)View decision -
Decision Reference DRN-5282154
17 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5282154 The complaint Ms M has complained that NewDay Ltd acted irresponsibly when it gave her three credit card accounts. Ms M is represented in the complaint but for simplicity I will refer to Ms M throughout as if all submissions have been made by her. What happened I don’t nee... (3 pages)View decision -
Decision Reference DRN-5381904
17 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5381904 The complaint This complaint is about an expired interest-only mortgage Miss H holds with National Westminster Bank Plc (NatWest). The gist of the complaint is that Miss H believes NatWest is harassing her to repay the mortgage, and wouldn’t offer her forbearance, such as a ... (4 pages)View decision -
Decision Reference DRN-5295414
17 Mar 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5295414 The complaint Ms H complains Modulr FS Limited unfairly blocked her account, then closed it and returned funds back to source after completing a review. She wants the funds repaid to her. What happened Ms H held an account with a firm who I’ll refer to as P, for which Modulr... (2 pages)View decision
