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 366874 results
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Decision Reference DRN-5463222
16 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5463222 The complaint Mr B is unhappy that his full pension provision was sent to Firm L in error when he requested a partial transfer in order to purchase an annuity. What happened Mr B holds a Stakeholder Personal Pension (SPP) with Phoenix Life Limited (trading as Standard Life)... (4 pages)View decision -
Decision Reference DRN-5449399
16 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5449399 The complaint Mr N complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr N applied for a Vanquis credit card in June 2020. In his application, Mr N said he was employed with an income of £23,000 a year that Van... (2 pages)View decision -
Decision Reference DRN-5564873
16 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5564873 The complaint Mr L complains about the way First Central Underwriting Limited (First Central) settled a total loss claim he made under his motor insurance policy. What happened Mr L was involved in a road traffic accident in September 2023. He contacted an Accident Manageme... (4 pages)View decision -
Decision Reference DRN-5502045
16 May 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5502045 The complaint Mr Z complains about how Evolution Insurance Company Limited (‘Evolution’) handled a claim made on his home emergency insurance policy. What happened Mr Z contacted Evolution in December 2024 to make a claim on his home emergency insurance policy after there w... (3 pages)View decision -
Decision Reference DRN-4966635
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4966635 The complaint Mr R, via a representative, complains that Barclays Bank UK PLC (“Barclays”) have 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 again... (3 pages)View decision -
Decision Reference DRN-5389334
16 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5389334 The complaint Mr S complains that his vehicle was left uninsured after a change he made to his motor insurance policy with Aviva Insurance Limited (Aviva) and about the service he was provided. What happened Mr S had a motor insurance policy with Aviva. In April 2024 Mr S w... (3 pages)View decision -
Decision Reference DRN-5350063
16 May 2025 Gain Credit LLC UpheldConsumer CreditDRN-5350063 The complaint Mr D complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit which wasn’t affordable or sustainable for him. What happened Mr D was granted a running credit facility in August 2024. This had a £1,000 credit limit – and it remaine... (5 pages)View decision -
Decision Reference DRN-5543371
16 May 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5543371 The complaint Miss C complains that PRA Group (UK) is unfairly reporting adverse information to Credit Reference Agencies (“CRAs”). What happened Miss C held a credit card account with a bank I’ll refer to as “B”. She experienced some difficulty in maintaining repayments, a... (3 pages)View decision -
Decision Reference DRN-5564762
16 May 2025 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-5564762 The complaint Mr R complains FUND OURSEVLES LIMITED (Fund Ourselves) provided him with three unaffordable loans. What happened Mr R was provided with the following loans by Fund Ourselves: Loan Date Capital amount Term (months) Monthly repayments Total repaid Loan 1 March ... (4 pages)View decision -
Decision Reference DRN-5534426
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5534426 The complaint Mr H and Miss W have complained about the way Shawbrook Bank Limited responded to claims they’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140... (4 pages)View decision
