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 246785 results
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Decision Reference DRN-5225177
20 Dec 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5225177 The complaint Mr N complains that Loans 2 Go Limited (L2G) treated him unfairly when in financial difficulty; and added adverse marks to his credit file. What happened In December 2023, Mr N borrowed money on a loan from L2G for £1,500. The total to be repaid was £2,832. The... (5 pages)View decision -
Decision Reference DRN-5107646
20 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5107646 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel cryptocurrency investment scam. He was introduced to the ‘investment’ ... (4 pages)View decision -
Decision Reference DRN-5218054
20 Dec 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5218054 The complaint Mr O complains that TSB Bank plc both blocked several debit card payments and retained his card during a cash withdrawal. He also complains that TSB responded poorly to his request for assistance and subsequent complaint. What happened In November 2024 I issued... (9 pages)View decision -
Decision Reference DRN-5222853
20 Dec 2024 EBS Pensions Limited Not upheldPensions and AnnuitiesDRN-5222853 The complaint Miss N has complained about a transfer of her self invested personal pension (SIPP) administered by EBS Pensions Limited trading as Embark Pensions (Embark) to The Focusplay Retirement Benefit Scheme, an occupational pension scheme (OPS), in May 2015. Miss N’s ... (11 pages)View decision -
Decision Reference DRN-4748950
20 Dec 2024 Cambourne Financial Planning Limited Not upheldInvestmentsDRN-4748950 The complaint Mr C has complained about the management of his investments and the service, support and advice he and his late wife received from Cambourne Financial Planning Limited (‘Cambourne’). As a result, he says he has suffered a financial loss which he wants returned ... (8 pages)View decision -
Decision Reference DRN-5141333
20 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141333 The complaint T a limited company complains Monzo Bank Ltd unfairly blocked its business account. T is represented by Mr S, a director or T. What happened T held a business account with Monzo. On 6 June 2023 to 11 July 2023 T’s account was blocked. The account had a balanc... (3 pages)View decision -
Decision Reference DRN-5225063
20 Dec 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5225063 The complaint Mr R has complained about his boat insurer Zurich Insurance Company Ltd because it has declined his claim for damage suffered by his boat whilst at a boatyard for maintenance. What happened In June 2023 Mr R’s boat had been at a yard for maintenance and he’d... (4 pages)View decision -
Decision Reference DRN-5006860
20 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5006860 The complaint Miss C complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what ha... (3 pages)View decision -
Decision Reference DRN-5185080
20 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-5185080 Complaint Miss M has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Lendable provided Miss M with a loan for £4,500.00 in January 2019. It had an APR of 22.1% and a 2... (3 pages)View decision -
Decision Reference DRN-5213801
20 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5213801 Complaint Mr D has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card or the credit limit increase and that they were irresponsibly provided to him. Background In June 2016, ... (3 pages)View decision
