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 364422 results
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Decision Reference DRN-5312025
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5312025 The complaint Mr F’s complaint is about Revolut Ltd’s refusal to reimburse him for card payment transactions he says he did not make. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. H... (3 pages)View decision -
Decision Reference DRN-5274951
6 Feb 2025 Evolution Money Limited UpheldMortgagesDRN-5274951 The complaint Mr and Mrs Z complain that Evolution Money Limited mis-sold them a second charge mortgage (secured loan) which wasn’t suitable for their needs. What happened In 2018 Mr and Mrs Z discussed taking out a secured loan with Evolution Money. Evolution Money recommen... (2 pages)View decision -
Decision Reference DRN-5274948
6 Feb 2025 Evolution Lending Limited UpheldMortgagesDRN-5274948 The complaint Mr and Mrs Z complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). They also complain that it didn’t treat them fairly when they later experienced financial difficulty and eventually had to sell the property. W... (5 pages)View decision -
Decision Reference DRN-5222137
6 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5222137 The complaint Mr C complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr C was approved for a Vanquis credit card in January 2023 with a £2,000 credit limit. Mr C says that Vanquis irresponsibly lent to him, especially due to his account management ... (2 pages)View decision -
Decision Reference DRN-5221747
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5221747 The complaint Mr M complains Barclays Bank UK PLC didn’t place a vulnerability marker on his account regarding his gambling addiction when he blocked his debit card from making gambling transactions. He states this meant Barclays didn’t follow its safeguarding process when h... (5 pages)View decision -
Decision Reference DRN-5311618
6 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5311618 The complaint Mr M complains about how AXA Insurance UK Plc (AXA) settled a claim he made on his commercial property insurance policy. Reference to AXA includes its agents. What happened Mr M held a commercial property insurance policy with AXA. When the insured property suf... (3 pages)View decision -
Decision Reference DRN-5273702
6 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5273702 The complaint Ms R complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms R was approved for an Aqua credit card in May 2016 with a £250 credit limit. This was increased to £400 in November 2017, and the credit limit was increased to £1,100 in ... (3 pages)View decision -
Decision Reference DRN-4948255
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4948255 The complaint Ms W complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Ms W was interested in the idea of AI investing, and after doing... (4 pages)View decision -
Decision Reference DRN-5223699
6 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5223699 The complaint Ms P complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t conduct adequate affordability checks before it entered into a hire purchase agreement with Ms P. What happened In February 2019, Startline provided Ms P with fin... (3 pages)View decision -
Decision Reference DRN-5269136
6 Feb 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5269136 The complaint Mr A complains that a used car supplied to him by CA Auto Finance UK Ltd (CA Auto) under a personal contract purchase (PCP) agreement is of unsatisfactory quality and that the car and the PCP agreement were mis-sold. What happened In February 2023... (6 pages)View decision
