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 367300 results
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Decision Reference DRN-5386722
12 May 2025 UK Credit Limited Not upheldConsumer CreditDRN-5386722 The complaint Mr N complains that UK Credit Limited (UK Credit) shouldn’t have agreed to provide him with a guarantor loan as he was struggling financially and couldn’t sustain the repayments. In bringing his complaint Mr N is represented by a third party. For ease of readin... (3 pages)View decision -
Decision Reference DRN-5537071
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5537071 The complaint Mr S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost after he fell victim to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in... (8 pages)View decision -
Decision Reference DRN-5457377
12 May 2025 Leeds Building Society Not upheldMortgagesDRN-5457377 The complaint Mr S complains that Leeds Building Society acted unfairly when it took possession of his mortgaged property. He says that even though he had found a buyer for his property, Leeds proceeded to take possession. What happened In 2017 Mr S took a buy to let mortgag... (5 pages)View decision -
Decision Reference DRN-5440837
12 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5440837 Complaint Miss R has complained about overdrafts that Bank of Scotland Plc (trading as “Halifax”) provided to her. She says the overdrafts she was provided with, which had the limits increased, were unaffordable for her given her existing debts and she shouldn’t have been a... (6 pages)View decision -
Decision Reference DRN-5451988
12 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5451988 The complaint Mr M complains that Phoenix Life Limited (Phoenix) gave him poor service with his pension. He also complains that it failed to fairly administer his pension. And that Phoenix failed to explain why his pension hadn’t grown in 23 years, as no bonus has been appli... (6 pages)View decision -
Decision Reference DRN-5524675
12 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5524675 The complaint Mr W says Moneybarn No. 1 Limited, trading as Moneybarn (‘Moneybarn’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement he entered into to purchase a car. Mr W’s co... (4 pages)View decision -
Decision Reference DRN-5405212
12 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5405212 The complaint Mr and Mrs D complain that Santander UK Plc irresponsibly provided them with access to an overdraft facility and allowed them to become reliant on it without stepping in. They say this resulted in the relationship between them and Santander being unfair. Mr an... (4 pages)View decision -
Decision Reference DRN-5524170
12 May 2025 Michael John Rice UpheldPensions and AnnuitiesDRN-5524170 The complaint Mrs J complains that advice given by Michael John Rice, trading as MJR Financial Services (MJR), to transfer her existing pension was unsuitable and has caused her financial loss. What happened I issued a provisional decision on 17 April 2025. I set out what ha... (12 pages)View decision -
Decision Reference DRN-5493639
12 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5493639 The complaint Mrs T’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (17 pages)View decision -
Decision Reference DRN-5553094
12 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5553094 The complaint Mr L complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision.... (4 pages)View decision
