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-5140541
5 Dec 2024 Valour Finance Limited Not upheldConsumer CreditDRN-5140541 The complaint Mr A complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with loans he couldn’t afford to repay. What happened A summary of Mr A’s borrowing can be found in the table below. loan number loan amount agreement date repayment date num... (5 pages)View decision -
Decision Reference DRN-5128358
5 Dec 2024 Principality Building Society Not upheldBanking and PaymentsDRN-5128358 The complaint Mr O complains that Principality Building Society didn’t send him an activation code for his savings account which resulted in inconvenience and the loss of interest. What happened Mr O explains that he opened an online account with Principality on 12 August 20... (2 pages)View decision -
Decision Reference DRN-5111535
5 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5111535 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) won’t refund the money he lost as part of a scam. What happened In early 2023, a friend of Mr A’s told him about an investment scheme they were involved in. This friend showed Mr A the investment p... (4 pages)View decision -
Decision Reference DRN-5125429
5 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5125429 The complaint Mrs H, through a representative, says NewDay Ltd (trading as Marbles) irresponsibly lent to her. What happened Mrs H took out a credit card from NewDay in September 2021. She was given a £300 credit limit. This was increased three times until it reached £3,000 ... (3 pages)View decision -
Decision Reference DRN-5170092
5 Dec 2024 Plum Fintech Limited Not upheldBanking and PaymentsDRN-5170092 The complaint Mr F complains that Plum Fintech Limited (“Plum”) unfairly requested evidence of the source of his funds when investing in a cash ISA with it. In particular, Mr F is unhappy Plum didn’t disclose information detailing the enquiries it would make regarding the so... (4 pages)View decision -
Decision Reference DRN-5038319
5 Dec 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-5038319 The complaint Miss B complained that Zurich Assurance Ltd avoided her policy and refused to pay a claim on her life assurance and critical illness policy. What happened Miss B took out a life assurance and critical illness policy with Zurich in April 2021. Miss B raised a cl... (3 pages)View decision -
Decision Reference DRN-4796040
5 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4796040 The complaint Miss M complains Barclays Bank UK PLC unfairly closed her account and provided her with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss M held a current account wi... (4 pages)View decision -
Decision Reference DRN-5189850
5 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5189850 The complaint Mr T complains PayPal UK Ltd didn’t help him when trying to fix a problem with an offer. What happened Mr T received an offer from PayPal. Mr T had to forward a link to another person, who needed to be a new PayPal customer, and they needed to complete a paym... (2 pages)View decision -
Decision Reference DRN-5172726
5 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5172726 The complaint Mr S and Mrs S’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 (... (13 pages)View decision -
Decision Reference DRN-5126950
5 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5126950 The complaint Mrs A has complained that Lloyds General Insurance Limited turned down her claim under her home insurance policy for storm damage to the roof on her rental property. Any reference to Lloyds includes its agents. What happened Mrs A reported damage to the roof ... (3 pages)View decision
