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 361839 results
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Decision Reference DRN-4508347
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4508347 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Mrs B was looking for work online that allowed remote working and flexible hours. Mrs B was contacted via a messaging app from s... (3 pages)View decision -
Decision Reference DRN-5175816
10 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5175816 The complaint Miss M’s complaint is about a mortgage she has with Barclays Bank UK PLC. She is unhappy that Barclays gave her incorrect information about her monthly payment following her adding a new interest rate product to her mortgage and temporarily changing the mortgag... (3 pages)View decision -
Decision Reference DRN-4803798
10 Dec 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4803798 Complaint Miss F has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background In April 2023, Zopa provided Miss F with finance for a used car. The car was just under nine years old and had completed ... (6 pages)View decision -
Decision Reference DRN-5141392
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5141392 Complaint Miss M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card was irresponsibly provided as it was unaffordable. Background Vanquis provided Miss M with a credit card with a limit of £500 in February 2019. One of... (3 pages)View decision -
Decision Reference DRN-5168510
10 Dec 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5168510 Complaint Mr B has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background 118 118 Money provided Mr B with a credit card with an initial ... (3 pages)View decision -
Decision Reference DRN-5188301
10 Dec 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5188301 Complaint Mr D has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it unfairly lent to him. He says that this loan was provided when he already had significant existing debts and poor credit and he couldn’t afford to take on this extra commitment. ... (3 pages)View decision -
Decision Reference DRN-4643862
10 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4643862 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties and was set out in the investigator’s view. So... (4 pages)View decision -
Decision Reference DRN-5199746
9 Dec 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5199746 The complaint Mr W complains about the decline of his claim made under his home (contents) insurance policy with Red Sands Insurance Company (Europe) Limited. What happened The background to this complaint is well known to Mr W and Red Sands. In my decision, I’ll focus mainl... (2 pages)View decision -
Decision Reference DRN-4908490
9 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4908490 The complaint A charity - which I’ll refer to as S, complains about how Royal & Sun Alliance Insurance Limited (‘RSA’) have responded to a claim made under a commercial property policy. RSA are the underwriters of this insurance policy. Much of this complaint is about th... (3 pages)View decision -
Decision Reference DRN-5140496
9 Dec 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5140496 The complaint Mrs H complains that Astrenska Insurance Limited (trading as Collinson Insurance) should meet her claim on a mobile phone insurance policy. What happened On about 17 March 2024, Mrs H took out a policy to cover a mobile phone, including for theft. Astrenska wa... (3 pages)View decision
