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 369227 results
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Decision Reference DRN-5627399
23 Jun 2025 Invest Southwest Ltd Not upheldInvestmentsDRN-5627399 The complaint Mrs M complains Invest Southwest Ltd (“Southwest”) gave inappropriate investment advice, which, together with a ‘lack of management’, caused her to suffer loss and stress. She says, amongst other things, that the high allocation to UK government bond funds was ... (9 pages)View decision -
Decision Reference DRN-5536861
23 Jun 2025 Xbridge Limited UpheldInsuranceDRN-5536861 The complaint Mr S complains Xbridge Limited (trading as Simply Business) failed to cancel his personal accident cover. Mr S brings the complaint on behalf of his company, T. For ease I will refer to all submissions as having been made by Mr S. What happened Mr S held a seri... (3 pages)View decision -
Decision Reference DRN-5521604
23 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5521604 The complaint Miss W complains about the quality of a car she acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA Auto) previously FCA Automotive Services UK Ltd trading as Fiat Financial Services. When I refer to what Miss W and/or CA Auto said or did,... (5 pages)View decision -
Decision Reference DRN-5623979
23 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623979 The complaint Mr F complains Barclays Bank UK PLC’s IT outage caused him significant extra expense. What happened There was an IT outage over the weekend of 31 January to 2 February 2025. Mr F says during this time his app wasn’t updating so he didn’t know how much money h... (3 pages)View decision -
Decision Reference DRN-5362204
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5362204 The complaint Mr G complains that NewDay Ltd, trading as Marbles, irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to all actions and submissions as being those of Mr G himself. What happened N... (3 pages)View decision -
Decision Reference DRN-5187101
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5187101 The complaint Mrs K complains that a car supplied to her under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision ... (6 pages)View decision -
Decision Reference DRN-5592948
23 Jun 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5592948 The complaint Mr K complains Lloyds Bank PLC (trading as IWeb) hasn’t treated him fairly by not paying him interest on the cash balance he holds in his stocks and shares ISA. What happened Mr K has held a stocks and shares ISA with IWeb for a number of years. He holds both ... (4 pages)View decision -
Decision Reference DRN-5285586
23 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5285586 The complaint Mr A complains Capital One (Europe) plc wont refund transactions made from his credit card account which he says he didn’t make or authorise. What happened Mr A reported three transactions to Capital One as fraudulent on 24 October 2024. The transactions total... (3 pages)View decision -
Decision Reference DRN-5640432
23 Jun 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5640432 The complaint Mr W has complained about the return of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened Mr W entered into a fixed sum loan agreement for the supply of a phone in March 2024. The total amount paya... (5 pages)View decision -
Decision Reference DRN-5506955
23 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5506955 The complaint Mr M complains Vanquis Bank Limited lent to him irresponsibly when they approved his application for a credit card. What happened Mr M complains Vanquis failed to carry out adequate checks when making the lending decision below: Date Credit limit 29 August 20... (2 pages)View decision
