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 366763 results
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Decision Reference DRN-5306272
14 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5306272 The complaint Miss G complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (Barclays) omitted to tell her that cash payments could be made towards her loan to clear arrears that had accrued. What happened There’s little dispute between th... (4 pages)View decision -
Decision Reference DRN-5379710
14 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5379710 The complaint Mr and Mrs B’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5226178
14 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5226178 The complaint Mr S has complained that Unum Ltd declined a claim he made under his group income protection policy. What happened Mr S became absent from his insured role as a manager on 5 June 2023. He submitted an income protection claim under his employer’s group policy. B... (3 pages)View decision -
Decision Reference DRN-4818961
14 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4818961 The complaint Mrs B complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In July 2023, Mrs B wanted work completed on the gutters and fascia on her home. Mrs B had previously... (4 pages)View decision -
Decision Reference DRN-5352057
14 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5352057 The complaint Mrs T complains that Vanquis Bank Limited gave her incorrect information about the impact of an arrangement to repay her credit card. What happened Mrs T holds a credit card account with Vanquis. On 5 February 2024 Vanquis wrote to Mrs T about an interest rate ... (3 pages)View decision -
Decision Reference DRN-5396863
14 Mar 2025 Simplyhealth Access UpheldInsuranceDRN-5396863 The complaint Mr M has complained that Simplyhealth Access cancelled his private medical insurance (PMI) policy without his knowledge. What happened Simplyhealth wrote to Mr M in January 2024 to inform him that it was cancelling the policy from the renewal date of 1 Februar... (3 pages)View decision -
Decision Reference DRN-5298380
14 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5298380 The complaint Mr V complains Clydesdale Bank Plc trading as Virgin Money unfairly restricted and then closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr V held multiple accoun... (3 pages)View decision -
Decision Reference DRN-5394039
14 Mar 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5394039 The complaint Mr and Mrs F complain about a re-mortgage application they arranged with London and Country Mortgages Ltd (“L&C”). Mr and Mrs F say that they were carrying out extensive building work on their property, but it wasn’t until the day of completion in May 2023 ... (3 pages)View decision -
Decision Reference DRN-5319868
14 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5319868 The complaint W complains that Revolut Ltd won’t refund money it lost when it was a victim of an impersonation scam. W is being supported in its complaint by a representative, but for ease, I’ll only refer to W in this decision. What happened The background to this complaint... (4 pages)View decision -
Decision Reference DRN-5396652
14 Mar 2025 Exeter Friendly Society Limited UpheldInsuranceDRN-5396652 The complaint Mr K complains Exeter Friendly Society Limited unfairly declined his claim and accused him of working while he was unwell. What happened Mr K works as an events manager at a hospitality venue. In early January 2023, he took out an income protection policy via a... (8 pages)View decision
