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 121262 results
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Decision Reference DRN-5375955
11 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5375955 The complaint Mr S complains that Vanquis Bank Limited irresponsibly lent to him on a credit card. What happened Mr S had a credit card with Vanquis. It was originally taken out in 2015 with a credit limit of £500 – the limit was later increased several times, reaching £3,00... (3 pages)View decision -
Decision Reference DRN-5386284
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5386284 The complaint Ms M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-5322370
11 Mar 2025 Facility Review Ltd UpheldClaims ManagementDRN-5322370 The complaint Mr D complains about Facility Review Ltd (“FCR”) and the fee they are charging following his removal as a guarantor from a loan with Lender A. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them ch... (3 pages)View decision -
Decision Reference DRN-5222246
11 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5222246 The complaint Mr and Mrs P’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 (2)... (26 pages)View decision -
Decision Reference DRN-5222277
11 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5222277 The complaint Mr and Mrs P’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 (2)... (26 pages)View decision -
Decision Reference DRN-5360286
11 Mar 2025 Wealth At Work Limited UpheldInvestmentsDRN-5360286 The complaint Ms H and Mr S complain that they were given unsuitable investment advice by Wealth At Work Limited (“WaW”) in 2018. In summary, they say: They were mis-sold investments as low risk (cautious) investments. They were advised that the investments were the on... (13 pages)View decision -
Decision Reference DRN-5348208
11 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5348208 The complaint Mr H and Mrs H complain about the service Mrs H received in a Nationwide Building Society branch when querying an issue with the account’s statements. What happened Mrs H says she visited a branch to find out why recent statements didn’t contain Mr H’s full na... (4 pages)View decision -
Decision Reference DRN-5174010
11 Mar 2025 Yes You Can Ltd UpheldConsumer CreditDRN-5174010 The complaint Mr B complaint Yes You Can Ltd (YYC) have reported incorrect information on his credit file for items he rented following the completion of his Debt Relief Order (DRO). What happened Mr B contacted YYC once he learned there were defaults on his credit file for... (2 pages)View decision -
Decision Reference DRN-5386083
11 Mar 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5386083 The complaint Mr J has complained about his heating breakdown insurer Evolution Insurance Company Limited. He is unhappy that his boiler isn’t working but he hasn’t benefitted from the cover. He is also unhappy that the policy renewed. What happened Mr J had an agreement in... (3 pages)View decision -
Decision Reference DRN-5076835
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5076835 The complaint Mr O complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (7 pages)View decision
