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 157456 results
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Decision Reference DRN-5341428
3 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5341428 The complaint Mr W complains about how The Mortgage Works (UK) PLC (“TMW”) has managed his Buy To Let (“BTL”) mortgage. Mr W’s concerns centre around TMW’s January 2024 decision to use powers under the terms of this mortgage to instruct receivers operating under the Law of P... (9 pages)View decision -
Decision Reference DRN-5306137
3 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5306137 The complaint Mr G complains that Vanquis Bank Limited irresponsibly lent to him. Mr G is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr G himself. What happen... (3 pages)View decision -
Decision Reference DRN-4859716
3 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4859716 The complaint Mr and Mrs W complain that Nationwide Building Society won’t refund the money they transferred to a builder who has failed to complete the agreed work. What happened The background to this complaint is well known to both parties and the investigator’s view cove... (4 pages)View decision -
Decision Reference DRN-5055253
3 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5055253 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In January 2023 Miss F entered into a 25 month fixed sum loan agr... (4 pages)View decision -
Decision Reference DRN-5308942
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5308942 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr B was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. The credit limit was increased to £1,700 in April 2023. Mr B says that the credit limit increa... (3 pages)View decision -
Decision Reference DRN-4913153
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4913153 The complaint Mrs L complains that Lloyds acted irresponsibly in how it handled her overdraft facility on her current account when it applied charges when she was struggling financially. What happened Mrs L has held a current account with Lloyds for a number of years and wi... (4 pages)View decision -
Decision Reference DRN-5366330
3 Mar 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5366330 The complaint The estate of Mr B’s complaint is, in essence, that Tandem Personal Loans Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr B under Section 140A of the Consumer Credit Act 1974 (as amended) (... (14 pages)View decision -
Decision Reference DRN-5307763
3 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5307763 The complaint Mr D complains that Vanquis Bank Limited irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What happen... (2 pages)View decision -
Decision Reference DRN-5366475
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5366475 The complaint Miss C on behalf of business “L” complains about the service received from Revolut Ltd (“Revolut”) in tracing a missing transfer of $35,000 that she sent to L’s business account. What happened Miss C sent a transfer of US$35,000 to L’s business account held wi... (4 pages)View decision -
Decision Reference DRN-4836324
3 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4836324 The complaint Mr S’s complaint is, in essence, that Lloyds Bank PLC (‘Lloyds’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Although the purchase in question here was bought by Mr and Mrs S, the payment was made on a credit ... (5 pages)View decision
