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 381082 results
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Decision Reference DRN-5459157
19 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5459157 The complaint Mr B complains that Trading 212 UK Limited (T Ltd) failed to advertise its gross interest rate alongside the Annual Equivalent Rate (AER). He would like the interest that should have been credited to his account to be backdated and applied. What happened Mr B ... (3 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 pages)View decision -
Decision Reference DRN-5508572
19 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5508572 The complaint Mr S complains TSB Bank plc caused his account switch requests to fail when they removed an overdraft facility from an account he’d applied for. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-4259804
19 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-4259804 The complaint Mrs M complains about the way ReAssure Life Limited administered her reviewable whole of life policy – and in particular, the significant increase in premiums she was required to pay following a review in 2021. What happened In 1999 Mrs M and her husband were s... (4 pages)View decision -
Decision Reference DRN-5530017
19 Jun 2025 Fullbrook Associates Ltd Not upheldClaims ManagementDRN-5530017 The complaint Mrs S complains about the service received from Fulbrook Associates Ltd (Fullbrook) when dealing with a timeshare termination claim. What happened Mrs S used the services of company S to deal with a timeshare termination claim. Company S introduced Mrs S to Fu... (3 pages)View decision -
Decision Reference DRN-5594150
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5594150 The complaint Mr H’s complaint is, in essence, that Lloyds Bank PLC (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair credit rel... (8 pages)View decision -
Decision Reference DRN-5486493
19 Jun 2025 Vitality Health Limited Not upheldInsuranceDRN-5486493 The complaint Mr G1 and Mr G2 are unhappy with the service they’ve received from Vitality Health Limited in relation to a claim made on a private medical insurance policy and the charge for the premiums of the policy. Although they are represented I’ll refer to submissions b... (3 pages)View decision -
Decision Reference DRN-5359713
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5359713 The complaint Miss M is unhappy with the with the amount of money BMW Financial Services(GB) Limited trading as Alphera Financial (Alphera) asked her to pay after her finance agreement with them was settled. When I refer to what Miss M or Alphera have said or done, it shoul... (3 pages)View decision -
Decision Reference DRN-5634946
19 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634946 The complaint Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (43 pages)View decision -
Decision Reference DRN-5605293
19 Jun 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5605293 The complaint Mr T complains about the service he received from Paragon Bank Plc (“Paragon”) when transferring his funds into what he believed was an ISA. In particular, Mr T Paragon says Paragon failed to make it clear he wasn’t transferring his funds into an ISA and that i... (5 pages)View decision
