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
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Decision Reference DRN-5322370
11 Mar 2025 Facility Review Ltd UpheldClaims ManagementDRN-5322370 The complaint Mr D complains about Facility Review Ltd (“FCR”) and the fee they are charging following his removal as a guarantor from a loan with Lender A. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them ch... (3 pages)View decision -
Decision Reference DRN-5222246
11 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5222246 The complaint Mr and Mrs P’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-5222277
11 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5222277 The complaint Mr and Mrs P’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-5360286
11 Mar 2025 Wealth At Work Limited UpheldInvestmentsDRN-5360286 The complaint Ms H and Mr S complain that they were given unsuitable investment advice by Wealth At Work Limited (“WaW”) in 2018. In summary, they say: They were mis-sold investments as low risk (cautious) investments. They were advised that the investments were the on... (13 pages)View decision -
Decision Reference DRN-5368613
11 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5368613 The complaint Mrs D is unhappy her claim for storm damage to her conservatory has been declined by Zurich Insurance Company Ltd (“Zurich”) under her home insurance policy. What happened Mrs D made a claim to Zurich following bad weather. Mrs D said a piece of wood blew again... (3 pages)View decision -
Decision Reference DRN-5348208
11 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5348208 The complaint Mr H and Mrs H complain about the service Mrs H received in a Nationwide Building Society branch when querying an issue with the account’s statements. What happened Mrs H says she visited a branch to find out why recent statements didn’t contain Mr H’s full na... (4 pages)View decision -
Decision Reference DRN-5136943
11 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5136943 The complaint Mr H’s complaint is that in 2021 Lloyds Bank PLC acted irresponsibly when it gave him a credit card. To resolve the complaint Mr H would like Lloyds to refund all interest and any late payment charges. What happened I don’t need to set out the full background ... (3 pages)View decision -
Decision Reference DRN-5106474
11 Mar 2025 Western Provident Association Limited Not upheldInsuranceDRN-5106474 The complaint Mrs T complains that Western Provident Association Limited (“WPA”) hasn’t accepted a claim under a private health insurance policy. What happened Mrs T has been represented by Mr T throughout the complaint. Mr T also acted on Mrs T’s behalf when taking out the... (8 pages)View decision -
Decision Reference DRN-4922251
11 Mar 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-4922251 The complaint Mr M complains about a new car he acquired through a hire purchase agreement with RCI Financial Services Limited (‘RCI’). Mr M says that the car has developed a fault with the battery, and he thinks that this should be repaired under the car’s warranty. RCI has... (3 pages)View decision -
Decision Reference DRN-4792547
11 Mar 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-4792547 The complaint Mr B complains that National Westminster Bank Plc (‘NatWest’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to something he bought using his NatWest credit card. What happened... (4 pages)View decision
