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 368546 results
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Decision Reference DRN-5306137
3 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5306137 The complaint Mr G complains that Vanquis Bank Limited irresponsibly lent to him. Mr G is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr G himself. What happen... (3 pages)View decision -
Decision Reference DRN-4859716
3 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4859716 The complaint Mr and Mrs W complain that Nationwide Building Society won’t refund the money they transferred to a builder who has failed to complete the agreed work. What happened The background to this complaint is well known to both parties and the investigator’s view cove... (4 pages)View decision -
Decision Reference DRN-5366529
3 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5366529 The complaint Mr and Mrs N have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered for a claim Mrs N made under their contents insurance policy. Whilst the policy was jointly held by Mr and Mrs N, in practice Mrs N has dealt with the clai... (4 pages)View decision -
Decision Reference DRN-5055253
3 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5055253 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In January 2023 Miss F entered into a 25 month fixed sum loan agr... (4 pages)View decision -
Decision Reference DRN-5308942
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5308942 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr B was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. The credit limit was increased to £1,700 in April 2023. Mr B says that the credit limit increa... (3 pages)View decision -
Decision Reference DRN-4913153
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4913153 The complaint Mrs L complains that Lloyds acted irresponsibly in how it handled her overdraft facility on her current account when it applied charges when she was struggling financially. What happened Mrs L has held a current account with Lloyds for a number of years and wi... (4 pages)View decision -
Decision Reference DRN-5366330
3 Mar 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5366330 The complaint The estate of Mr B’s complaint is, in essence, that Tandem Personal Loans Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr B under Section 140A of the Consumer Credit Act 1974 (as amended) (... (14 pages)View decision -
Decision Reference DRN-5363468
3 Mar 2025 Dentons Pension Management Limited Not upheldPensions and AnnuitiesDRN-5363468 The complaint Mr O’s complaint concerns a transfer to a self-invested personal pension (SIPP) provided by Dentons Pension Services (Dentons), and one of the investments made following that transfer. Mr O is represented by a Claims Management Company (CMC... (6 pages)View decision -
Decision Reference DRN-5326035
3 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5326035 The complaint Mr H complains about the level of service provided by Admiral Insurance (Gibraltar) Limited after he made a claim on his motor insurance policy. What happened Mr H’s car was damaged in an incident, and he made a claim to Admiral. His car was deemed to be beyon... (3 pages)View decision -
Decision Reference DRN-5307763
3 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5307763 The complaint Mr D complains that Vanquis Bank Limited irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What happen... (2 pages)View decision
