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-5590230
29 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5590230 The complaint Mr H complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr H is represented by a claims management company 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 H h... (4 pages)View decision -
Decision Reference DRN-5537540
29 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5537540 The complaint Miss H complains that when she applied to National Savings and Investments (NS & I) to open a Guaranteed Growth Bond (GGB), the application was cancelled. It was only reinstated when she paid back an overpayment of interest. She further complains that it ha... (3 pages)View decision -
Decision Reference DRN-5528600
29 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5528600 The complaint Mr and Mrs J’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)... (24 pages)View decision -
Decision Reference DRN-5453038
29 May 2025 Vodafone Limited UpheldConsumer CreditDRN-5453038 The complaint Mr H complains that Vodafone Limited hasn’t done enough to assist him after his ex-partner took out two agreements on his account without his permission. He wants the agreements removed from his credit file and the loans written off. He also wants compensation ... (4 pages)View decision -
Decision Reference DRN-5527439
29 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5527439 The complaint Mr B says Volkswagen Financial Services (UK) Limited (‘VWFS’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. Mr B’s complaint has been brought by... (5 pages)View decision -
Decision Reference DRN-5442438
29 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5442438 The complaint Mr J complains that Advantage Insurance Company Limited (‘Advantage’) ended his motor insurance policy with them which meant he didn’t earn a no claims discount. What happened Mr J took out a motor insurance policy with Advantage in October 2023. When the poli... (2 pages)View decision -
Decision Reference DRN-5584218
29 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5584218 The complaint Mr G complains that Red Sands Insurance Company (Europe) Limited (Red Sands) refused to meet a claim he made for a watch he accidentally lost and caused him considerable distress and inconvenience. What happened Red Sands used a claims manager to handle this cl... (2 pages)View decision -
Decision Reference DRN-5225819
29 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5225819 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr B is represented by a firm I’ll refer to as ‘C’. What happened I issued my provision decision on this complaint on 16 May 2023. It said: “The background to... (12 pages)View decision -
Decision Reference DRN-5506606
28 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5506606 The complaint Ms K complains that because of the actions of Halifax Share Dealing Limited (‘HSDL’), her daughter was unable to make full use of her Junior ISA (JISA) investment allowance in the 2022/2023 tax year. Ms K also states that she is unhappy with the service she’s r... (4 pages)View decision -
Decision Reference DRN-5558660
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5558660 The complaint Mr C has complained that Revolut Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened In late 2024, Mr C was on holiday abroad. He’s explained that his wallet was stolen using distraction tactics. By the time he realised an... (3 pages)View decision
