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 368546 results
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Decision Reference DRN-5472947
12 Jun 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5472947 The complaint Mr M has complained about the way Propensio Finance Limited “Propensio” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought a heat pump heating system (the system) for his home in January 2024 from a su... (4 pages)View decision -
Decision Reference DRN-5101103
12 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5101103 The complaint Miss H complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). Miss H also believe the car was miss sold to her. What happened In July 2023, Miss H acquired a used car through a ... (4 pages)View decision -
Decision Reference DRN-5620081
12 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5620081 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R 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 R himself. What happe... (4 pages)View decision -
Decision Reference DRN-5583977
12 Jun 2025 Wakam UpheldInsuranceDRN-5583977 The complaint Ms S complained that Wakam unreasonably and unfairly increased her premium for her pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2021, which was sold to her by an intermediary who administers the policy on behalf of t... (4 pages)View decision -
Decision Reference DRN-5553345
12 Jun 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5553345 The complaint Ms R complains that Nationwide Building Society should have written off the outstanding balance of her loan account sooner than it did. What happened Ms R took out a loan account with Nationwide, which included an insurance policy. Around 2007, Ms R says she be... (2 pages)View decision -
Decision Reference DRN-5620119
12 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5620119 The complaint Miss J is unhappy with how Clydesdale Financial Services Ltd (“Clydesdale”) handled her claim for a refund. What happened In April 2024, Miss J purchased a pair of headphones online from a supplier I shall call “B”. Miss J paid for these goods using a fixed sum... (4 pages)View decision -
Decision Reference DRN-5253435
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253435 The complaint Mrs K complains that Santander UK Plc (“Santander”) won’t refund a payment she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (3 pages)View decision -
Decision Reference DRN-5612761
12 Jun 2025 TSB Bank plc Not upheldMortgagesDRN-5612761 The complaint Mr K has a joint mortgage with a person I’ll refer to as “Mrs K”. The mortgage is with TSB Bank plc (“TSB”). He complains that TSB applied a payment holiday to the mortgage without his consent. What happened Mr K has a joint repayment mortgage with Mrs K. Mr K ... (3 pages)View decision -
Decision Reference DRN-5588342
12 Jun 2025 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5588342 The complaint Mr L complains that AJ Bell Management Limited trading as AJ Bell Investcentre (AJ Bell) was responsible – along with his existing investment partner – for the erroneous transfer of cash from his self-invested personal pension (SIPP) when he only requested the ... (7 pages)View decision -
Decision Reference DRN-5357403
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357403 The complaint Ms A complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In October 2024 Ms A received a call from someone wh... (6 pages)View decision
