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 375119 results
-
Decision Reference DRN-5694222
27 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5694222 The complaint Ms C’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited legal expenses insurance policy. Ms C says ARAG treated her unfairly. In this decision, all references to ARAG include their claims handlers. What happened In July 2... (4 pages)View decision -
Decision Reference DRN-5648668
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5648668 The complaint Mr Y complains that Vanquis Bank Limited (Vanquis) acted irresponsibly in granting him a credit card account, and increasing its limit, as he says it was unaffordable for him. What happened Mr Y took out a credit card with Vanquis in March 2005. The initial cr... (3 pages)View decision -
Decision Reference DRN-5550155
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5550155 The complaint Mr P complains that Santander won’t reimburse him after he fell victim to an investment scam. Mr P is professionally represented in bringing his complaint, but for ease of reference I’ll refer to all submissions as being made by Mr P directly. What happened The... (3 pages)View decision -
Decision Reference DRN-5646586
27 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5646586 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services was misrepresented to him. What happened In March 2024, Mr M was supplied with a used car through a hire purc... (3 pages)View decision -
Decision Reference DRN-5409850
27 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409850 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) didn’t carry out proper affordability checks when providing him with an overdraft. What happened Mr C initially had two overdrafts with Lloyds, but in 2020 Mr C reached out to explain he had lost his job and had a gambl... (3 pages)View decision -
Decision Reference DRN-4281623
27 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4281623 The complaint Mr and Mrs W are unhappy, in summary, as they don’t think Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered their reviewable whole of life policy that’s held with it. What happened I've outlined what I think are the key events invo... (8 pages)View decision -
Decision Reference DRN-5746133
27 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5746133 The complaint Mr D, via a representative, has complained that The Co-operative Bank Plc (“Co-op”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything ag... (4 pages)View decision -
Decision Reference DRN-5779282
27 Aug 2025 Rowan Dartington & Co. Limited Not upheldInvestmentsDRN-5779282 The complaint Mr M complains that due to the actions of Rowan Dartington & Co Limited (‘RD’), there was an avoidable delay in him receiving his share entitlement following a corporate event. Mr M would now like RD to recompense him for being unable to sell his shares soo... (6 pages)View decision -
Decision Reference DRN-5777644
27 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5777644 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 (‘CCA’). (2) Deciding against ... (3 pages)View decision -
Decision Reference DRN-5778065
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5778065 The complaint Mr P complains Nationwide Building Society lent to him irresponsibly when they approved his application for an overdraft and subsequent limit increases. He also says they failed to properly monitor his use of the overdraft. What happened Mr P complains about N... (4 pages)View decision
