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 370904 results
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Decision Reference DRN-5368156
20 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5368156 The complaint Mr B is unhappy with the service provided by Highway Insurance Company Limited (Highway) following a claim made on his campervan insurance policy. Highway is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructe... (5 pages)View decision -
Decision Reference DRN-5082219
20 Mar 2025 Vodafone Limited UpheldConsumer CreditDRN-5082219 The complaint Mr G complains about the outstanding amount owed under a fixed sum loan agreement taken out with Vodafone Limited trading as Vodafone. What happened In September 2022, Mr G took out a Subscriber Identity Module (SIM) card only deal with Vodafone. He says he gav... (5 pages)View decision -
Decision Reference DRN-5412000
20 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5412000 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In November 2022, Mr K entered into a fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5353547
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5353547 The complaint Mrs E complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Mrs E was approved for an Aqua credit card in October 2020 with a £300 credit limit. The credit limit was increased to £1,050 in July 2022. Mrs E says that Aqua irresp... (3 pages)View decision -
Decision Reference DRN-5358722
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5358722 The complaint Mr I complains National Westminster Bank Public Limited Company (NatWest) sent him a letter through the post despite asking for no post to be sent. What happened Mr I was charged for a failed direct debit, and NatWest sent him a letter to advise of the charge... (2 pages)View decision -
Decision Reference DRN-5272267
20 Mar 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5272267 The complaint Miss A complains that Tandem Home Loans Ltd gave her second charge secured loan that was unaffordable. She also said it did not treat her fairly when she experienced financial difficulty. What happened In September 2019, Miss A took out a secured second charge ... (4 pages)View decision -
Decision Reference DRN-5391318
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5391318 The complaint Mr J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) reinvested the proceeds of a Fixed Term Savings Account (‘FTSA’) contrary to his instructions, which delayed him being able to access his money. What happened On 9 August 2023, Mr... (3 pages)View decision -
Decision Reference DRN-4872141
20 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-4872141 The complaint Mr O complains about a car supplied to him using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Mr O referred a complaint to us along with his representative. As the complainant is Mr O, for ease, I have a... (5 pages)View decision -
Decision Reference DRN-5372605
20 Mar 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5372605 The complaint Mr W’s complaint concerns an investment in two funds of funds, which was made in his self- invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr W is represented by a Claims Management Company (CMC). The CMC says, by allowing the investme... (37 pages)View decision -
Decision Reference DRN-5400673
20 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5400673 The complaint Mr B complains that Santander UK Plc won’t refund the money he lost after he fell victim to a scam. What happened In April 2023, Mr B saw an advert online for a company offering investment opportunities – I’ll call this company “A”. Mr B followed a link to A’s... (4 pages)View decision
