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-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-4647558
5 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4647558 The complaint Mr B is unhappy that he’s been charged for damage to a car supplied to him under a hire agreement with Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions. What happened In November 2018, Mr B was supplied with a new car through a hire agreement with ... (3 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-4632833
5 Mar 2024 American International Group UK Limited Not upheldInsuranceDRN-4632833 The complaint Mr A and Miss T complain about the way that American International Group UK Limited (AIG) has handled a medical expenses claim they made on a travel insurance policy. All references to AIG include the actions of the agents acting on its behalf. What happened The c... (4 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 -
Decision Reference DRN-4263271
5 Mar 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4263271 The complaint Mr M complains that Interactive Investor Services Limited (“IISL”) failed to maintain the tax-efficient status of his investments when they were transferred to the firm from another provider. What happened Mr M held investments with a provider I will call H. Some ... (2 pages)View decision -
Decision Reference DRN-4250492
5 Mar 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4250492 The complaint Mr M complains that Madison CF UK Limited (trading as 118 118 Money) has unreasonably held him liable for transactions he says he didn’t make. What happened Mr M held a credit card account with 118 118 Money. In October 2022 he received an email from the business ... (4 pages)View decision -
Decision Reference DRN-4635408
5 Mar 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4635408 The complaint Mr R is unhappy that the Guaranteed Minimum Pension (GMP) ReAssure Limited (ReAssure) has offered is lower than the GMP notified to him in 2017. Mr R wants ReAssure to honour the higher figure. What happened Mr R has a Section 32 buy out plan with ReAssure. It sta... (4 pages)View decision
