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 128312 results
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Decision Reference DRN-5228543
6 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5228543 The complaint Mrs W complains that Lendable Ltd gave her two loans without properly checking if they were affordable. What happened In October 2019, Mrs W took out a loan with Lendable (loan 1). The loan was for a total of £4,000 with a loan fee of £280 added to the balance.... (3 pages)View decision -
Decision Reference DRN-5256446
6 Feb 2025 Nationwide Building Society UpheldInsuranceDRN-5256446 The complaint Mr and Mrs P are unhappy that Nationwide Building Society mis-sold them a number of personal protection insurance policies. What happened I issued my provisional decision in December 2024 explaining why I was intending to partially uphold this complaint, an extra... (6 pages)View decision -
Decision Reference DRN-5194536
6 Feb 2025 Credit Style Limited UpheldConsumer CreditDRN-5194536 The complaint Mr M complains Credit Style Limited (CSL) made errors when collecting an outstanding debt for his car finance which led to him losing his right to voluntarily terminate (VT) the agreement. Mr M’s also unhappy with CSL’s customer service. What happened Mr M has... (2 pages)View decision -
Decision Reference DRN-5153526
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5153526 The complaint Ms A complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In 2019, Ms A found out about an opportunity to invest in a company which leased cars. She was told her investment would be used to fund a veh... (6 pages)View decision -
Decision Reference DRN-5311362
5 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5311362 The complaint Mrs D complains that Wise Payments Limited trading as Wise (“Wise”) hasn’t protected her from losing money to a 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 D has e... (3 pages)View decision -
Decision Reference DRN-5232953
5 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5232953 The complaint Mr H complains that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying a ... (25 pages)View decision -
Decision Reference DRN-5151224
5 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151224 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr B is being represented by a claims management company in this complaint. What happened In January 2021, Mr B invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-4910251
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4910251 The complaint Mrs K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs K fell victim to a job scam after she was approached on WhatsApp. She was told the job involved completing app optimisation tasks ... (9 pages)View decision -
Decision Reference DRN-5310947
5 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5310947 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard haven’t provided him with access to be able to view his credit card account information. What happened Mr M says that ever since he has had a Barclaycard account, he hasn’t been able to view his a... (5 pages)View decision -
Decision Reference DRN-5275087
5 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5275087 The complaint K has complained about the service it received from Vitality Health Limited. K is represented by Mr F. For simplicity I will just refer to Mr F in the main, rather than to K What happened The background to this complaint is well known to the parties and not in ... (5 pages)View decision