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-5469692
16 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5469692 The complaint Mr C complains that Vanquis Bank Limited irresponsibly lent to him. Mr C 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 C himself. What happe... (2 pages)View decision -
Decision Reference DRN-5545462
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5545462 The complaint Mr K complains that Lloyds Bank PLC unreasonably blocked a payment from his account that he tried to make. What happened In October 2024 Mr K attempted to make a transfer of £25,000 out of his account to another account in his name, using the mobile app. The tr... (3 pages)View decision -
Decision Reference DRN-5412153
16 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5412153 The complaint Mr P complains about the service provided to him by St. James's Place Wealth Management Plc (“SJP”). He says it failed to provide him with annual reviews of his investments and feels they have underperformed as result. He also says he wasn’t informed about... (3 pages)View decision -
Decision Reference DRN-5538654
16 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5538654 The complaint Miss M is unhappy that The Royal London Mutual Insurance Society Limited declined a claim she made on her income protection and critical illness policy. What happened Miss M made a claim on an income protection and critical illness policy following a primary di... (3 pages)View decision -
Decision Reference DRN-5375701
16 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5375701 Complaint Mr M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In December 2011, Vanquis provided Mr M with a credit car... (3 pages)View decision -
Decision Reference DRN-5541735
16 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5541735 The complaint Mrs M complains that Bank of Scotland plc trading as Birmingham Midshires Mortgages has unfairly started legal action to take possession of her mortgaged property. She is unhappy because she says she was misled into thinking she could set up a payment arrangeme... (4 pages)View decision -
Decision Reference DRN-5383708
16 May 2025 Central Trust Limited Not upheldMortgagesDRN-5383708 The complaint Mr M complains about how Central Trust Limited has administered two secured loans. He said that both loans have balances remaining despite the terms ending some time ago. What happened In January 2006, Mr M took out a secured loan (loan 1) with Central Trust fo... (4 pages)View decision -
Decision Reference DRN-5185609
16 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5185609 The complaint Miss W complains Capquest Debt Recovery Limited trading as Erudio Student Loans have unfairly closed her student loan accounts. What happened Miss W said in January 2024 she was served a court order which said her student loans were in arrears and her debt had ... (3 pages)View decision -
Decision Reference DRN-5563936
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5563936 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr T came across an advert on a social media platform for a cryptocurrency investment company endorsed by a well-known public figure. H... (8 pages)View decision -
Decision Reference DRN-5538253
16 May 2025 Countrywide Assured Plc Not upheldInvestmentsDRN-5538253 The complaint Mr S has complained that Countrywide Assured Plc (‘Countrywide’) hasn’t paid him the proceeds of a matured policy he says are due to him. What happened Mr S and his ex-partner – Ms G – took out an Enterprise Budget Policy in joint names many years ago on an in... (3 pages)View decision
