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 382298 results
-
Decision Reference DRN-5157429
24 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5157429 The complaint Mr M complains that NewDay Ltd trading as Aqua, increased his credit limits on the credit card it had approved for him without carrying out the right checks. Mr M says that if it had done the correct checks, it would have seen that he was a heavy gambler and he... (5 pages)View decision -
Decision Reference DRN-5503954
24 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5503954 The complaint Mr S complains AmTrust Specialty Limited (AmTrust) failed to provide him with appropriate breakdown services when he made a claim on his motor insurance policy. AmTrust are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (4 pages)View decision -
Decision Reference DRN-5190389
24 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5190389 The complaint Mr C complains that Barclays Bank UK Plc won’t reimburse the money he says he lost to a scam. Mr C is represented in this complaint by a claims management company. For simplicity I will refer to Mr C throughout this decision, even when referencing what his rep... (3 pages)View decision -
Decision Reference DRN-5469569
24 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5469569 The complaint Mr R complains that The Co-operative Bank Plc (‘Co-op Bank‘) has failed to trace money in a passbook account. He’s also unhappy about the way it dealt with his initial enquiry and instructions regarding the account. He wants Co-op Bank to pay him the balance sh... (3 pages)View decision -
Decision Reference DRN-5006013
24 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5006013 The complaint Mr P complains that Wise Payments Limited (‘Wise’) didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a romance scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint.... (4 pages)View decision -
Decision Reference DRN-5503890
24 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5503890 The complaint Mr and Mrs D are complaining about Nationwide Building Society because it declined to refund money they lost as a result of fraud. What happened Sadly, Mrs D fell victim to a cruel job scam. She was contacted via social media and offered work that involved comp... (6 pages)View decision -
Decision Reference DRN-5488756
24 Apr 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5488756 The complaint Mr J complains that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient checks into his financial circumstances. What happened In October 2019, Moneybarn provided Mr J with a conditional sale agreement for a us... (5 pages)View decision -
Decision Reference DRN-5308623
24 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5308623 The complaint Mrs F complains that Legal and General Assurance Society Limited declined a claim she made on her life and critical illness insurance policy. What happened Mrs F took out a life and critical illness insurance policy. When Mrs F claimed on the policy Legal and G... (3 pages)View decision -
Decision Reference DRN-5502498
24 Apr 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5502498 The complaint Mr Y, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk (“MoneyBoat”), lent to him irresponsibly. What happened The table is a summary of the loans Mr Y took. I have included the breaks in the lending. One g... (3 pages)View decision -
Decision Reference DRN-5501812
24 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5501812 The complaint Mrs B, via her husband who is acting as her representative, has complained that HSBC UK Bank Plc, acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This d... (5 pages)View decision
