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-4734914
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4734914 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. Background On 8 April 2023, Mr B received a call from an individual who claimed to be an employee of a bank which I’ll refer to as Bank H. Mr B holds his own main bank account wit... (7 pages)View decision -
Decision Reference DRN-5274179
28 Jan 2025 National House-Building Council UpheldInsuranceDRN-5274179 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dis... (4 pages)View decision -
Decision Reference DRN-5242014
28 Jan 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5242014 The complaint Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (19 pages)View decision -
Decision Reference DRN-5292396
28 Jan 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5292396 The complaint Mr W is unhappy that a van supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (MIVF) was of an unsatisfactory quality. When I refer to what Mr W has said and what MIVF have said, it should also be taken to include things said on th... (7 pages)View decision -
Decision Reference DRN-5255467
28 Jan 2025 Salary Finance Limited UpheldConsumer CreditDRN-5255467 The complaint Mr M complains that Salary Finance Limited took duplicate direct debits from his account and also about its process for notification of a new address. What happened Mr M says that Salary Finance took two payments of £199.34 when only one was due. He says he wa... (2 pages)View decision -
Decision Reference DRN-4852704
28 Jan 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-4852704 The complaint Mrs P has complained that abrdn Fund Managers Limited caused delays in the transfer of her stocks and shares ISA to another provider. The complaint has been brought on Mrs P’s behalf by her son Mr P, who is acting under a power of attorney. What happened On 2... (5 pages)View decision -
Decision Reference DRN-5291741
28 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5291741 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) Plc (“Toyota”) was of an unsatisfactory quality. When I refer to what Mr D has said and what Toyota has said, it should also be taken to include t... (6 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-5041886
28 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041886 The complaint Miss R complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5292028
28 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5292028 The complaint Mr L complains that Phoenix Life Limited trading as Standard Life incorrectly processed investment switches within his personal pension plan (PPP), causing him losses and inconvenience. He wants compensation for the losses and a full explanation of what went wr... (5 pages)View decision