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 121877 results
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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 -
Decision Reference DRN-4990155
5 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4990155 The complaint Ms A 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) th... (6 pages)View decision -
Decision Reference DRN-5134444
5 Feb 2025 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-5134444 The complaint Ms C complains that Virgin Money Unit Trust Managers Ltd trading as Virgin Money (“Virgin”) failed to make a payment from her pension savings in a timely manner. What happened Ms C held pension savings with Virgin. In February 2024 Ms C completed an application... (3 pages)View decision -
Decision Reference DRN-4445613
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4445613 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he saw an advertisement for an investment opportunity on social media which piqued his interest in part due to its professional nature... (11 pages)View decision -
Decision Reference DRN-5310704
5 Feb 2025 Skipton Building Society UpheldMortgagesDRN-5310704 The complaint Mr E complains about how Skipton Building Society handled an application he made through a broker for a new mortgage product. He says Skipton’s delay in applying the product to his mortgage resulted in him paying a higher rate of interest between August 2023 an... (4 pages)View decision -
Decision Reference DRN-5281915
5 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5281915 The complaint Miss H is unhappy Casualty & General Insurance Company (Europe) Ltd (CGIE) turned down a claim she made on her pet insurance policy. What happened In June 2024 Miss H made a claim on her policy for veterinary costs incurred in treating her dog for pancreat... (2 pages)View decision
