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 130332 results
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Decision Reference DRN-5012087
10 Sep 2024 Lendable Ltd UpheldConsumer CreditDRN-5012087 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened On 10 November 2023 Mr S took out a loan for £700 over 12 months. The monthly repayments were £71.82. He says he should not have been given this unaffordable loan based on his credit file. Lendabl... (3 pages)View decision -
Decision Reference DRN-4541558
10 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4541558 The complaint Ms B is unhappy that a car supplied to her under a hire purchase agreement with Creation Consumer Finance Ltd (Creation) was of an unsatisfactory quality. She is also unhappy that she was told that a fault with the car had been repaired – she said she wouldn’t ... (3 pages)View decision -
Decision Reference DRN-4897578
10 Sep 2024 Ald Automotive Limited UpheldConsumer CreditDRN-4897578 The complaint Mr A complains about a charge ALD Automotive Limited, trading as Polestar Leasing (“ALD”), applied for a missing service history when he returned a car at the end of his lease agreement. What happened Mr A entered into a hire agreement with ALD in June 2021; t... (2 pages)View decision -
Decision Reference DRN-5014143
10 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-5014143 The complaint Mrs P complains that Zopa Bank Limited acted unfairly when it would not tell her why it had declined her loan application. What happened Mrs P applied for a loan with Zopa after being pre-approved by a third party but her application was declined. Mrs P was unh... (2 pages)View decision -
Decision Reference DRN-4566018
10 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4566018 The complaint Ms T is unhappy that Revolut Ltd won’t reimburse her a financial loss she suffered as a result of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In May 2023, Ms T received a call... (7 pages)View decision -
Decision Reference DRN-4973626
10 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4973626 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined his claim for damage caused by a water leak, under his home buildings insurance policy. What happened In June 2023 Mr T contacted Admiral to make a claim for damage caused by... (6 pages)View decision -
Decision Reference DRN-4908098
10 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4908098 The complaint Mrs W complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency scam. Mrs W is being represented by solicitors in this complaint. What happened Mrs W says that in January 2023 she came across an advertisement for an inves... (10 pages)View decision -
Decision Reference DRN-4735778
10 Sep 2024 Newcastle Building Society UpheldBanking and PaymentsDRN-4735778 The complaint Ms H is unhappy that Newcastle Building Society (NBS) incorrectly changed her account details leading to post and personal documents being sent to her old address. What happened Ms H changed her address by phone at the beginning of January 2024. NBS required co... (2 pages)View decision -
Decision Reference DRN-4923468
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4923468 The complaint Mr B complains that Nationwide Building Society lent irresponsibly when it approved his overdraft application and later increased the limit. Mr B also complains that Nationwide’s actions led to him becoming overly reliant on the overdraft facility and that it u... (3 pages)View decision -
Decision Reference DRN-5010167
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5010167 The complaint Mr M complains Nationwide Building Society didn’t contact him when there was unusual activity on his account. He also complains that Nationwide Building Society didn’t provide him with a letter about the activity he needed when he asked for it. He says this mea... (3 pages)View decision