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
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Decision Reference DRN-5608210
9 Jun 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5608210 The complaint Mrs W is unhappy that Skipton Building Society didn’t act on her request to transfer her ISA to another provider in a timely manner. What happened In September 2024 Mrs W made a request to transfer some of her funds from her ISA with Skipton to a different prov... (2 pages)View decision -
Decision Reference DRN-5471682
9 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5471682 The complaint Mr D complains Haven Insurance Company Limited dealt with a claim made against his car insurance policy. He also complains about its decision to cancel his policy. What happened The details of the complaint are well known to both parties, so I won't repeat... (2 pages)View decision -
Decision Reference DRN-5210072
9 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5210072 The complaint Mr R complains that the car he acquired through Secure Trust Bank Plc t/a V12VF (“STB”) wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr R entered into a hire purchase agreement in March 2024 to acquir... (4 pages)View decision -
Decision Reference DRN-5610854
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5610854 The complaint Mr B, who is represented, complains that National Westminster Bank PLC won’t reimburse him money he lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In March 2021, Mr B w... (2 pages)View decision -
Decision Reference DRN-5480754
9 Jun 2025 One Call Insurance Services Limited UpheldInsuranceDRN-5480754 The complaint Mr F complains about the way One Call Insurance Services Limited (‘One Call’) handled his insurance renewal process and says they provided incorrect information. What happened Mr F held a motor insurance policy with One Call. In early October 2024, he received... (2 pages)View decision -
Decision Reference DRN-5481400
9 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5481400 The complaint Ms A complains that the vehicle she acquired through Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. She wants to reject the car and have the credit agreement cancelled. What happened Ms A entered into a hire purchase agreement in Sept... (4 pages)View decision -
Decision Reference DRN-5604504
9 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5604504 The complaint Mr W is unhappy that NewDay Ltd trading as Pulse (formerly Amazon Classic) (‘NewDay’) migrated his credit card to Pulse from Amazon without telling him and caused him issues accessing his account. Mr W complains that he’s been overcharged fees and interest, an... (4 pages)View decision -
Decision Reference DRN-5336523
9 Jun 2025 Freetrade Limited UpheldPensions and AnnuitiesDRN-5336523 The complaint Mr A complains that Freetrade Limited (Freetrade) failed to properly administer the transfer of his pension benefits. He said it failed to follow his instructions for a partial transfer, instead requesting a full transfer. Mr A said this caused him a financial ... (6 pages)View decision -
Decision Reference DRN-5583279
9 Jun 2025 Santander UK Plc UpheldConsumer CreditDRN-5583279 The complaint Miss M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss M was provided wit... (3 pages)View decision -
Decision Reference DRN-5610859
9 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5610859 The complaint Ms A complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) defaulted her credit card account, and didn’t provide her with any notice of this. What happened Ms A had a credit card account with AESEL. In August 2022, she let AESEL know she was having... (3 pages)View decision
