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 381082 results
-
Decision Reference DRN-5143148
24 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5143148 The complaint Mr B says IG Index Limited (‘IG’) unlawfully withheld around £20,000 of his capital in trading accounts that were meant to have been closed in July 2020. He says he did not recover the sum until around a year later, and he claims for – loss of use of the capita... (6 pages)View decision -
Decision Reference DRN-5249736
24 Jul 2025 ReAssure Limited Not upheldInvestmentsDRN-5249736 The complaint Mr J’s complaint is about his Flexible Mortgage Individual Savings Account (ISA) he took out in 1999, which was linked to another in his wife’s name (Mrs J), and joint protection benefits. Mr J is unhappy with the value of the ISA at the end of the funding term... (3 pages)View decision -
Decision Reference DRN-5249737
24 Jul 2025 ReAssure Limited Not upheldInvestmentsDRN-5249737 The complaint Mrs J’s complaint is about a Flexible Mortgage Individual Savings Account (ISA) taken out in 1999, which was linked to another in her husband’s name (Mr J), and joint protection benefits. Mrs J is unhappy with the value of the ISA at the end of the term, and be... (3 pages)View decision -
Decision Reference DRN-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision -
Decision Reference DRN-5666556
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5666556 The complaint Mr K complains that American Express Services Europe Limited (AESEL) charged him a different amount each month when it collected his direct debit even though he’d set up a fixed direct debit of £10 per month. What happened Mr K has a credit card account with AE... (2 pages)View decision -
Decision Reference DRN-5711901
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5711901 The complaint Miss J complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) making service errors when she discussed her credit card with them and giving her misinformation which caused her distress and inconvenience. What happened The detailed backgroun... (6 pages)View decision -
Decision Reference DRN-5629427
23 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5629427 The complaint Mr A complains that Haven Insurance Company Limited (“Haven”) caused delays in its handling of a claim, and he disagrees with how Haven settled the claim. What happened In March 2024 Mr A’s vehicle was involved in a collision with a third party vehicle when the... (3 pages)View decision -
Decision Reference DRN-5634978
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5634978 The complaint Mrs M complains about the interest she was charged when she settled her personal loan with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”). What happened On 17 March 2025 Mrs M entered into a loan agreement with Novuna. The loan was f... (2 pages)View decision -
Decision Reference DRN-5710937
23 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5710937 The complaint Mr F complains about the level of service he’s received from Santander UK Plc when making a number of international payments. He wasn’t able to cancel an international standing order when he needed to, and he’s had trouble obtaining confirmations of the payment... (6 pages)View decision -
Decision Reference DRN-5691022
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5691022 The complaint Mrs M complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs M applied for an Aqua credit card in January 2020. In her application, Mrs M said she was employed with an a... (3 pages)View decision
