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 388057 results
-
Decision Reference DRN-5806942
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5806942 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with them under Section 1... (14 pages)View decision -
Decision Reference DRN-5857551
5 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5857551 The complaint Miss S complains STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out sufficient affordability checks before it lent to her. What happened In September 2024, Startline provided Miss S with a hire purchase agreement for a used car. The vehicle had a c... (5 pages)View decision -
Decision Reference DRN-5872098
5 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5872098 The complaint Mr Y complains that Aviva Life & Pensions UK Limited (“Aviva”) showed information on his online portal that was misleading. As a result, Mr Y says that the purchase of some equities in his pension account was delayed. What happened Mr Y holds pension saving... (3 pages)View decision -
Decision Reference DRN-5565913
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5565913 The complaint Mrs Z is complaining that Revolut Ltd hasn’t refunded payments that were made when she fell victim to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise the main points here. On 2 January 2025 Mrs Z receiv... (4 pages)View decision -
Decision Reference DRN-5887839
5 Dec 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5887839 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when he says it shouldn’t have accepted business from the firm that introduced him to Options; Cale... (35 pages)View decision -
Decision Reference DRN-5913714
5 Dec 2025 Quilter Financial Limited Not upheldInvestmentsDRN-5913714 The complaint Mr C, represented by a claims management company (CMC), complains about the suitability of investment advice provided by an appointed representative of Quilter Financial Limited. For clarity, it’s been agreed that additional concerns also raised, regarding the ... (4 pages)View decision -
Decision Reference DRN-5950131
5 Dec 2025 Vitality Health Limited Not upheldInsuranceDRN-5950131 The complaint Mr P has complained that Vitality Health Limited mis-informed him that a cancellation fee would be applied to his private medical insurance policy. What happened In May 2025 Mr P sent Vitality an email enquiring about the process for cancelling the policy. He ... (2 pages)View decision -
Decision Reference DRN-5836086
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5836086 Complaint Mr K has complained about overdrafts Lloyds Bank PLC (“Lloyds”) provided to him. He says the overdrafts caused him continued financial difficulty. Background Mr K has had current accounts with Lloyds from 2012. The overdraft limits on the accounts have varied with... (5 pages)View decision -
Decision Reference DRN-5979736
5 Dec 2025 EE Limited UpheldConsumer CreditDRN-5979736 The complaint Mr H complains about some incorrect information given to him when he took out a fixed sum loan agreement with EE Limited (EE) which was used to purchase a mobile telephone device. What happened Mr H had three mobile phone devices on his account with EE. In Janu... (3 pages)View decision -
Decision Reference DRN-5979600
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5979600 The complaint Mr L complains that U K Insurance weren’t able to collect his landlord insurance premiums via direct debit. What happened The background to this complaint is well known to both parties, so I’m not going to go into great detail here. No disrespect is intended by... (2 pages)View decision