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 364862 results
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Decision Reference DRN-5254063
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5254063 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here in detail. The facts are not in dispute so I w... (7 pages)View decision -
Decision Reference DRN-4862876
13 Jan 2025 Vodafone Limited Not upheldConsumer CreditDRN-4862876 The complaint Mrs P has complained Vodafone Limited is continuing to charge her under a credit agreement despite her returning the mobile device. What happened In November 2023 Mrs P ordered a new mobile handset which she agreed to pay under a credit agreement over two years... (2 pages)View decision -
Decision Reference DRN-5211479
13 Jan 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5211479 The complaint Miss M complains that Shop Direct Finance Company Limited trading as very was irresponsible in its lending to her. She wants all interest paid on her account refunded and the default applied to her credit file removed. What happened Miss M was provided with a S... (3 pages)View decision -
Decision Reference DRN-5192373
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5192373 The complaint Mr B complained about what happened when he tried unsuccessfully to install Santander UK Plc’s mobile banking application on his phone . What happened Mr B was unable to complete the process to download and install Santander’s mobile banking application (‘app&... (3 pages)View decision -
Decision Reference DRN-5038191
13 Jan 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5038191 The complaint Miss H has complained Admiral Financial Services Limited is asking her to repay a fixed- sum loan she took out as the result of emotional and financial abuse. What happened In June 2018, Miss H applied for a loan with Admiral for £25,000. She made this applicat... (2 pages)View decision -
Decision Reference DRN-5253701
13 Jan 2025 American International Group UK Limited UpheldInsuranceDRN-5253701 The complaint B complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (‘AIG’) unfairly declined a claim it made on its retail combined insurance policy, which it then voided for the policy year claimed on as well as two previous years. It’s also unhappy with the service it ... (4 pages)View decision -
Decision Reference DRN-5255884
13 Jan 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5255884 The complaint Mr H’s representative (‘CMC’) complains about the due diligence Pathlines Pensions UK Limited undertook before accepting the transfer of Mr H’s personal pensions and Mr H’s defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension... (43 pages)View decision -
Decision Reference DRN-5221711
13 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5221711 The complaint Mr B complains that Santander UK Plc applied fees and charges to his account having arbitrarily changed his account to a fee paying one. What happened Mr B said he has complained to Santander many times about unfair charges, in particular for an overdraft faci... (3 pages)View decision -
Decision Reference DRN-5145990
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5145990 The complaint Miss H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss H had held an account with Monzo since September 2023. In 2024 Miss H was told by Monzo that they were closing her account.... (2 pages)View decision -
Decision Reference DRN-5190849
13 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5190849 The complaint Miss B complains that NewDay Ltd failed to reduce the outstanding balance on her credit card account after agreeing to do so. What happened Miss B holds a credit card account with NewDay. She entered a payment agreement with NewDay on 10 April 2024. She agreed ... (3 pages)View decision
