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 360264 results
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Decision Reference DRN-4131363
19 Apr 2024 Saxo Capital Markets UK Limited Not upheldInvestmentsDRN-4131363 The complaint Mr T complains that Saxo Capital Markets UK Limited failed to notify him that that one of his derivative sub accounts was overdrawn. He went on to say that Saxo should have acted more promptly to stop further losses and interest being accrued. What happened In Feb... (4 pages)View decision -
Decision Reference DRN-4665658
19 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4665658 The complaint Mr M complains about several service issues concerning NewDay Ltd trading as Aqua (Aqua). What happened Mr M has a credit card from Aqua. In November 2023, several things caused him to complain. He tried to make a payment with his card but found it had been blocke... (4 pages)View decision -
Decision Reference DRN-4580173
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580173 The complaint Mr F complains that Santander UK Plc defaulted his account and passed it to a debt collection agency without his knowledge. What happened Mr F says that in July 2023 he lost access to his Santander mobile banking app due to a faulty mobile phone handset which need... (3 pages)View decision -
Decision Reference DRN-4751552
19 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4751552 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) opened an account and provided lending to a company which I’ll call ‘T’ without his consent. He says that he was the victim of identity theft by a former employer. What happened Mr C told us: NatWest d... (5 pages)View decision -
Decision Reference DRN-4717671
19 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4717671 The complaint Mr D1 complains on behalf of Mr D that Starling Bank Limited declined Mr D's application for a current account. What happened In September 2023, Mr D applied to Starling to open a personal current account. Mr D1 had applied for an account earlier on the same ... (2 pages)View decision -
Decision Reference DRN-4719216
19 Apr 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4719216 The complaint Mr J complains about how Assurant General Insurance Limited (‘Assurant) responded to his mobile phone insurance claim. Assurant are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents (the repairer). As... (2 pages)View decision -
Decision Reference DRN-4625163
19 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4625163 The complaint Mr B1, Mrs B and their two sons (Mr B2 and Mr B3) are unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made under their travel insurance policy (‘the policy’). All references to IPA include its assistance team. And because this complaint relates t... (6 pages)View decision -
Decision Reference DRN-4491206
19 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4491206 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited has caused significant delays in progressing a claim under his landlord insurance policy. What happened In November 2022, Mr A made a claim under his landlord insurance policy for malicious damage caused wh... (3 pages)View decision -
Decision Reference DRN-4742635
19 Apr 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4742635 The complaint Mr K complains that ZOPA Bank Limited (“Zopa”) failed to refund a transaction he didn’t recognise. What happened What Mr K says Mr K noticed a cash withdrawal had been made using his Zopa credit card that he hadn’t made himself. He reported this to Zopa a few days... (5 pages)View decision -
Decision Reference DRN-4676859
19 Apr 2024 Valour Finance Limited Not upheldConsumer CreditDRN-4676859 The complaint Mr H complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided with a loan without carrying out proper affordability checks. Mr H says he is a vulnerable consumer and Valour didn’t do enough to try and protect him and it also charged him a large ... (4 pages)View decision
