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 392389 results
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Decision Reference DRN-5873275
6 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5873275 The complaint Mr L is unhappy with the service received from Vanquis Bank Limited (“Vanquis”) on the telephone regarding his credit card. What happened Mr L called Vanquis on 16 April 2025 to raise a fraudulent claim regarding some transactions on his card account. He was un... (2 pages)View decision -
Decision Reference DRN-5853340
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5853340 The complaint Mr J complains that Revolut Ltd (Revolut) has treated him unfairly regarding a transaction on his debit card for holiday accommodation. What happened On 2 March 2025 Mr J paid £321.56 to a booking platform, who I’ll call B, using his Revolut debit card. The pay... (3 pages)View decision -
Decision Reference DRN-5816710
6 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5816710 The complaint Mr D says that Aviva Life & Pensions UK Limited (Aviva) treated him unfairly when it accepted his application for his defined benefit (DB) pension to be transferred to an Aviva personal pension. He says Aviva should compensate him for his losses arising fro... (4 pages)View decision -
Decision Reference DRN-5836413
6 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5836413 The complaint Mr S complains that The Co-operative Bank Plc unfairly declined his Section 75 claim. What happened In November 2022, Mr S bought a high-spec gaming laptop from a supplier I’ll call “C”; he paid around £1,100 for it. Around 18 months later, in May 2024, Mr S’... (4 pages)View decision -
Decision Reference DRN-5456977
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5456977 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund her the money she lost, after she fell victim to an investment scam. Mrs R has brought her complaint to this service with the assistance of a professional representa... (4 pages)View decision -
Decision Reference DRN-5672392
6 Nov 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5672392 The complaint Mr A is unhappy Zilch Technology Limited (Zilch) won’t allow him to change the email address on his account without closing it and opening a new one. He also complains that Zilch used the wrong payment option on a purchase he made on his account. Lastly Mr A sa... (4 pages)View decision -
Decision Reference DRN-5895283
6 Nov 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5895283 The complaint Mr J complains that Ald Automotive Limited (“Ald”) is holding him liable for a Road Fund Licence charge. What happened In 2021, Mr J enquired with a credit broker I’ll call ‘N’ about taking a car on hire. Because of worldwide events, the production of the car w... (4 pages)View decision -
Decision Reference DRN-5748558
6 Nov 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5748558 The complaint Ms C complains that Shop Direct Finance Company Limited (“SDFC”) has breached numerous regulatory and legal principles in relation to a running account credit agreement she took out with them. What happened Ms C complained to SDFC in MarchSD 2025, saying the el... (2 pages)View decision -
Decision Reference DRN-5655824
6 Nov 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5655824 The complaint Mr M complains that JD Willams & Company Limited (“JD Williams”) refused to default his account after he entered a long-term debt management plan. What happened Mr M held a running account credit facility with JD Williams. Unfortunately, in 2018, Mr M’s cir... (3 pages)View decision -
Decision Reference DRN-5512304
6 Nov 2025 Premium Credit Limited Not upheldConsumer CreditDRN-5512304 The complaint Mr R complains that Premium Credit Limited didn’t carry out affordability checks in relation to a credit agreement for a course. Mr R also complains that he didn’t know he was entering into a credit agreement and is unhappy he is being held liable for fees for ... (4 pages)View decision