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 360982 results
-
Decision Reference DRN-4959723
11 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4959723 The complaint Mr E has complained Lloyds Bank PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr E fell victim to an investme... (4 pages)View decision -
Decision Reference DRN-4901954
11 Mar 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4901954 The complaint Mr A has complained that Secure Trust Bank Plc, trading as V12 Retail Finance (‘V12’), hasn’t helped him in respect of some flooring he bought. A times, Mr A has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on ... (2 pages)View decision -
Decision Reference DRN-5386321
11 Mar 2025 Equifinance Limited UpheldMortgagesDRN-5386321 The complaint Miss C says that a secured (second charge) loan she took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Miss C applied for this loan in October 2019 through an independent mortgage broker. The offer issued on 19 Nove... (4 pages)View decision -
Decision Reference DRN-5386322
11 Mar 2025 Vodafone Limited Not upheldConsumer CreditDRN-5386322 Complaint Mr A has complained about loans Vodafone Limited (“Vodafone”) provided to him. He says that he shouldn’t have been provided with so many agreements and that it was irresponsible for Vodafone to do so. Background Vodafone entered into eight credit agreements, in or... (5 pages)View decision -
Decision Reference DRN-5386357
11 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5386357 The complaint Mr E and Ms R complain Great Lakes Insurance UK Ltd unfairly declined a claim they made on their travel insurance policy. What happened Mr E and Ms R had flown from the UK and stopped at an international airport, C. Their connecting flight from that airport (sc... (3 pages)View decision -
Decision Reference DRN-5375955
11 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5375955 The complaint Mr S complains that Vanquis Bank Limited irresponsibly lent to him on a credit card. What happened Mr S had a credit card with Vanquis. It was originally taken out in 2015 with a credit limit of £500 – the limit was later increased several times, reaching £3,00... (3 pages)View decision -
Decision Reference DRN-5281041
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5281041 The complaint Miss O complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss O was approved for a Vanquis credit card in January 2020 with a £250 credit limit. The credit limit was increased to £500 in May 2022, and increased again to £850 in Octobe... (4 pages)View decision -
Decision Reference DRN-5386284
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5386284 The complaint Ms M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-4818982
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4818982 The complaint Miss F complains that Barclays Bank UK PLC won’t refund her, in full, for money she lost when she was the victim a romance scam. Miss F is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both part... (4 pages)View decision -
Decision Reference DRN-5337360
11 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5337360 The complaint Mr S complains about U K Insurance Limited trading as Direct Line (“UKI”) and the way they handled the referral of his uninsured losses claim. Mr S has been represented by Mr M during the complaint process. For ease of reference, I will refer to any actions tak... (3 pages)View decision
