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 118878 results
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Decision Reference DRN-4661679
5 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4661679 The complaint Mr P says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to him. What happened Mr P took out a 48-month loan for £20,000 on 5 July 2022. The monthly repayments were £552.97 and the total repayable was £26,939.91. Mr P says Bren... (3 pages)View decision -
Decision Reference DRN-4641636
5 Mar 2024 In2 Planning Limited UpheldPensions and AnnuitiesDRN-4641636 The complaint Mr S is represented by his solicitors. His case is about the Small Self-Administered Scheme (‘SSAS’) he set up for his company in July 2016, and the investments made in the SSAS (following employer contributions into it) in August 2016 and February 2017. Those inv... (13 pages)View decision -
Decision Reference DRN-4563421
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563421 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (7 pages)View decision -
Decision Reference DRN-4383649
5 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4383649 The complaint Mr M has complained that BMW Financial Services(GB) Limited, trading as ALPHERA Financial Services (‘Alphera’), has refused to close his finance agreement, despite not supplying him with the car that it was for. What happened Mr M had a car financed through Alpher... (3 pages)View decision -
Decision Reference DRN-4249768
5 Mar 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4249768 The complaint Mrs W complains that Aviva Life & Pensions UK Limited failed to correctly process an instruction for the partial transfer of some ISA savings she held with another provider. What happened Mrs W has been assisted in making the transfer, and this complaint, by h... (4 pages)View decision -
Decision Reference DRN-4501210
5 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4501210 The complaint Ms C complains that NewDay Ltd (trading as Aqua) was irresponsible to lend to her. What happened Ms C was approved for an Aqua credit card in April 2015, and then six credit limit increases as follows: Date Credit Limit Opening 29 Apr 2015 £250 Increase 1 21 Sep 2... (4 pages)View decision -
Decision Reference DRN-4632842
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632842 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr S has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, off... (5 pages)View decision -
Decision Reference DRN-4661863
5 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4661863 The complaint Mr B complains that he was unable to open a savings account with Nationwide Building Society so missed out on interest and a “fairer share” bonus payment. What happened In October 2022, Mr B attempted to open a current account online with Nationwide, to take advan... (3 pages)View decision -
Decision Reference DRN-4661493
5 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4661493 The complaint Ms K complains Wise Payments Limited charged her fees she wasn’t aware of. What happened Ms K saw an advert for Wise, and it said ‘Receive money with Wise for free’. Ms K opened a Wise business account as she was expecting a payment in Euros. Ms K received the pay... (3 pages)View decision -
Decision Reference DRN-4661013
5 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4661013 The complaint Mr C complains that Haven Insurance Company Limited provided poor customer service and delayed when dealing with his claim for accident damage to his vehicle. He says his vehicle was returned to him in unusable conditions after repairs, and Haven have charged him ... (4 pages)View decision
