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 381196 results
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Decision Reference DRN-5462404
9 Jul 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5462404 The complaint Miss T, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened Miss T took out a loan for £300 over 78 weeks from Loans 2 Go on 18 January 2019. The weekly repayments were £15.82. She says Loans 2 Go did not perform sufficien... (3 pages)View decision -
Decision Reference DRN-5676808
9 Jul 2025 Vitality Life Limited Not upheldInsuranceDRN-5676808 The complaint Ms P complains that Vitality Life Limited declined to provide Earnings Guarantee (“EG”) on her income protection policy. What happened Mr P has represented Ms P throughout the complaint. For ease of reading, any reference to Ms P includes any actions and infor... (3 pages)View decision -
Decision Reference DRN-5560134
9 Jul 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5560134 The complaint Mr K complains about Starr International (Europe) Limited failing to set up his mobile phone insurance and the problems that has caused him. What happened In June 2023 Mr K upgraded his mobile phone through his phone provider (which I’ll refer to as T). He say... (3 pages)View decision -
Decision Reference DRN-5501820
9 Jul 2025 Vitality Life Limited Not upheldInsuranceDRN-5501820 The complaint Mr P complains that Vitality Life Limited declined to provide Earnings Guarantee (“EG”) on his income protection policy. What happened Mr P applied for an income protection policy with Vitality on 17 January 2024 through an independent broker. The policy inclu... (3 pages)View decision -
Decision Reference DRN-5512275
9 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5512275 The complaint Mr E complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Barclaycard credit card in April 2019. In his application, Mr E said he was employed with an incom... (2 pages)View decision -
Decision Reference DRN-5013145
9 Jul 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5013145 The complaint Mr L complains that an error occurred when he tried to make a share trading transaction on an account he holds with eToro (UK) Ltd. What happened Mr L had difficulties placing a sell position on his account which he says caused him a financial loss so he compla... (2 pages)View decision -
Decision Reference DRN-5453491
9 Jul 2025 Freetrade Limited UpheldPensions and AnnuitiesDRN-5453491 The complaint Mr J is unhappy that there were problems with the allocation to him of “free shares” as advertised by Freetrade Limited (“Freetrade”) after he transferred funds to a Self-Invested Personal Pension (“SIPP”) and ISA account. What happened In 2024, Freetrade had ... (3 pages)View decision -
Decision Reference DRN-4643118
9 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4643118 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs F made the following purchases from a times... (8 pages)View decision -
Decision Reference DRN-5631629
9 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5631629 The complaint Mrs S complains that TSB Bank plc trading as TSB failed to pay her money due under a cash back offer and delayed dealing with her complaint. What happened In August 2024 Mrs S switched her account to TSB. As part of the switch offer, if she made 20 debit card p... (2 pages)View decision -
Decision Reference DRN-5681886
9 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5681886 The complaint Mr M has complained that J.P. Morgan Europe Limited (trading as Chase) registered a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In early 2023, Mr M opened an account with Chase. In sprin... (3 pages)View decision
