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 365360 results
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Decision Reference DRN-5242985
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5242985 The complaint Mr and Mrs U’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (26 pages)View decision -
Decision Reference DRN-5348076
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5348076 The complaint Mr K complains that NewDay Ltd trading as Marbles Card terminated his account whilst he was in a payment plan. What happened Mr K holds a Marbles credit card account with NewDay. In January 2024 NewDay extended the payment holiday on the account until 19 Februa... (3 pages)View decision -
Decision Reference DRN-5293222
13 Mar 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5293222 The complaint Mr J complains that he was provided with incorrect information when he contacted his breakdown provider which resulted in him incurring additional costs. The policy was underwritten by ARAG Legal Expenses Insurance Company (ARAG) - and was administered by a co... (4 pages)View decision -
Decision Reference DRN-5350060
13 Mar 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5350060 The complaint Mr W complains that Admiral Financial Services Limited (“Admiral”) lent to him in an irresponsible manner. What happened Mr W has borrowed twice from Admiral. He first borrowed £4,500 in February 2020 and agreed to repay the loan in 60 monthly instalments. He t... (4 pages)View decision -
Decision Reference DRN-5036773
13 Mar 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5036773 The complaint Mr O complains St. James's Place Wealth Management Plc (‘SJP’) gave him unsuitable advice and failed to provide the ongoing advice service he paid for. What happened Mr O met with SJP several times across February and March 2018, with SJP making an invest... (7 pages)View decision -
Decision Reference DRN-4908298
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908298 The complaint Ms E complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “F” complains on behalf of Ms E. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (6 pages)View decision -
Decision Reference DRN-5104938
13 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5104938 The complaint Mr H complains that Barclays Bank UK PLC did not refund a series of payments he says he lost to a scam. What happened Mr H was introduced to an investment opportunity by a financial advisor in 2019. I will refer to the company as ‘HS’ for the purpose of this de... (2 pages)View decision -
Decision Reference DRN-5065422
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065422 The complaint Ms O complains that Bank of Scotland plc has declined her claim for a refund under section 75 of the Consumer Credit Act 1974 (“section 75”) and under chargeback. The bank trades in this case under its Halifax brand. What happened In or around May 2022 Ms O agr... (3 pages)View decision -
Decision Reference DRN-5152261
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5152261 The complaint Miss E complains that Revolut Limited won’t refund money she lost when she was the victim of a scam. Miss E is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (12 pages)View decision -
Decision Reference DRN-5394107
13 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5394107 The complaint Mr R and Mrs R complain that HDI Global Specialty SE (HDI) voided their home insurance policy and refused to pay their claim. Mrs R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any acti... (6 pages)View decision
