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 362716 results
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Decision Reference DRN-5155545
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155545 The complaint Mr B complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr B applied for a credit card with Vanquis in January 2020. In his application, Mr B said he was employed with an income of £40,234 a year.... (2 pages)View decision -
Decision Reference DRN-5136859
5 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5136859 The complaint Mr N complains that National Westminster Bank Plc (“NWB”) charged him a part payment interest charge when he repaid part of a personal loan. What happened On 5 July 2024 Mr N took out a personal loan of £15,000 with NWB. Within the 14-day cooling off period Mr ... (2 pages)View decision -
Decision Reference DRN-4515007
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4515007 Complaint Ms R is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to a scam. Background In June 2023, Ms R fell victim to a scam. She was contacted on a messaging app by someone who claimed to be a recruitment consultant. They asked if she was looking for... (7 pages)View decision -
Decision Reference DRN-5122954
5 Dec 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5122954 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited (Royal London) made errors and caused avoidable delays to his annuity purchase. As a result, he thinks he’s now receiving a lower annuity than he should be. What happened Mr M had two pension... (8 pages)View decision -
Decision Reference DRN-5177118
5 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5177118 The complaint Mr and Mrs M have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim they made on an annual travel insurance policy. As it is Mr M leading on the complaint, I will mostly just be referring to him in this decision. What happened... (4 pages)View decision -
Decision Reference DRN-5190871
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5190871 The complaint Mrs R complains that Revolut Ltd hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs R has explained that in April ... (7 pages)View decision -
Decision Reference DRN-5114792
5 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5114792 The complaint Mr B complains that Royal & Sun Alliance Insurance Limited (RSA) has cancelled his insurance policy without good reason and is unfairly accusing him of making a fraudulent claim. What happened Mr B was having insulation installed in his home. The contractor... (3 pages)View decision -
Decision Reference DRN-5043037
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5043037 The complaint Mr S complains Barclays Bank UK PLC trading as Barclaycard gave him misleading information and refused to take a payment he offered to bring his account up to date. Because of this, he says they’re unfairly reporting late payments to credit referencing agencies... (2 pages)View decision -
Decision Reference DRN-4976290
5 Dec 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4976290 The complaint Ms P complains that the car she acquired from Honda Finance Europe Plc trading as Honda Financial Services (“HFS”) wasn’t fit for purpose. She also says she’s been inconvenienced by the circumstances that occurred due to the faulty car. What happened Ms P acqu... (4 pages)View decision -
Decision Reference DRN-5180040
5 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-5180040 The complaint Mr C complains through a representative that First Response Finance Ltd (“First Response”) failed to conduct adequate affordability checks before it provided a hire purchase agreement. What happened In March 2021, First Response provided Mr C with a hire purch... (3 pages)View decision
