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 382298 results
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Decision Reference DRN-5531805
26 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5531805 The complaint Mr H complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (30 pages)View decision -
Decision Reference DRN-5489146
26 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5489146 The complaint Mr B complains that Vanquis Bank Limited lent to him irresponsibly. Mr B is also unhappy that Vanquis recorded the debt as “partially settled” after it was written off. What happened In June 2023, Mr B was provided with a credit card by Vanquis with a limit of... (3 pages)View decision -
Decision Reference DRN-5288763
26 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5288763 The complaint Mrs W complains that some advice she received in 1997 from The Prudential Assurance Company Limited about making additional contributions to her occupational pension was either inappropriate or misleading. What happened Mrs W is a teacher, and in 1997 was a mem... (4 pages)View decision -
Decision Reference DRN-5585994
26 Jun 2025 USAA S.A. UK Branch Not upheldInsuranceDRN-5585994 The complaint Ms B’s complained that USAA S.A. UK Branch unfairly declined a theft claim she made on her policy. What happened For many years, Ms B has had a policy covering a valuable ring (“Ring 1”). In 2023, she added a second ring to the policy (“Ring 2”). Also in 2023,... (3 pages)View decision -
Decision Reference DRN-5370006
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370006 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr R said he received calls and mes... (4 pages)View decision -
Decision Reference DRN-5650875
26 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5650875 The complaint Mr F is unhappy that Santander UK Plc asked him for detailed personal information, and to provide a series of personal documents, in relation to his parent’s account, for which he’d obtained access via Power of Attorney, and with the service he received surroun... (4 pages)View decision -
Decision Reference DRN-5622486
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622486 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money he lost as a result of a scam. What happened A long-term friend of Mr G recommended that he use a crypto trading company (that I’ll call B). His friend appeared to be doing very well from the inve... (2 pages)View decision -
Decision Reference DRN-5619532
26 Jun 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5619532 The complaint Mr F’s complained that Golden Charter Limited have refused to refund the instalment payments he’s made towards a pre-paid funeral plan. What happened Mr F bought a pre-paid funeral plan from Golden Charter in summer 2020. He chose to pay over 10 years using Go... (3 pages)View decision -
Decision Reference DRN-5571901
26 Jun 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5571901 The complaint Mr Y complains that the maturity values that Phoenix Life CA Limited (Phoenix) paid him for his endowment plans were less than he was expecting. To resolve his complaint, Mr Y wants to be paid the values that Phoenix set out in its valuation dated towards the e... (4 pages)View decision -
Decision Reference DRN-5647560
26 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5647560 The complaint Miss D complains about the way U K Insurance Limited trading as Direct Line (“UKI”) managed her landlord insurance policy. What happened Miss D owns a property that she rents to tenants. She has a landlord’s insurance policy in respect of that property and she ... (2 pages)View decision
