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 128535 results
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Decision Reference DRN-4529796
10 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4529796 The complaint Mrs R and the estate of Mr R’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) (th... (27 pages)View decision -
Decision Reference DRN-5382445
10 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5382445 The complaint Mr W complains, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducers and selected investments when it accepted his self-invested personal pen... (56 pages)View decision -
Decision Reference DRN-5382906
10 Mar 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5382906 The complaint Mrs G is unhappy with the amount Blue Motor Finance Ltd (‘BM’) is saying she owes as a result of her ending a finance agreement with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here... (6 pages)View decision -
Decision Reference DRN-5380464
10 Mar 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5380464 The complaint Mr M complains that he was misled by Paragon Bank PLC into transferring his funds, which were held in an ISA into an ordinary savings account. What happened In December 2024 Mr M sent a message to Paragon with a query about interest rates. Specifically that the... (4 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision -
Decision Reference DRN-5382821
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382821 The complaint Mr L complains that NewDay Ltd irresponsibly lent to him. Mr L is represented by a solicitor’s firm 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 L himself. What happened Mr L w... (6 pages)View decision -
Decision Reference DRN-5382552
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5382552 The complaint S, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund money its director lost to a scam. S is represented by its director - Mr P - and I have sometimes referred to him throughout this decision for ease. What happened The detaile... (9 pages)View decision -
Decision Reference DRN-5318715
10 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5318715 The complaint Mr H complains that ReAssure Limited unreasonably delayed the transfer of some pension savings between pension plans he held with the firm. What happened Mr H held pension savings with ReAssure in two separate pension plans. Those plans were administered by sep... (4 pages)View decision -
Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN-5015271
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5015271 The complaint Mrs and Mr H complain that National Westminster Bank Plc (“NatWest”) won’t refund £14,000 they lost to a scam. What happened In August 2019, Mrs and Mr H invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They found out about the o... (7 pages)View decision