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-5388812
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5388812 The complaint Mrs W has complained about an overdraft and subsequent limit increases she was given by National Westminster Bank PLC (NatWest). Additionally, she’s said NatWest failed to take appropriate steps to monitor her overdraft usage. What happened In September 2020 Mr... (4 pages)View decision -
Decision Reference DRN-5641622
8 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5641622 The complaint Miss M, who is represented by a third party, complains that Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly gave her a running account credit facility she couldn’t afford. What happened In November 2022 Miss M was granted a ... (2 pages)View decision -
Decision Reference DRN-5868044
8 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5868044 The complaint Mr G is unhappy Revolut Ltd won’t refund the money he lost as the result of a scam. Mr G has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to all their submissions as being from Mr G. What happened On 19 Sep... (10 pages)View decision -
Decision Reference DRN-5846732
8 Oct 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5846732 The complaint Miss T is complaining about the quality of a vehicle supplied to her by Stellantis Financial Services UK Limited trading as Stellantis Financial Services (Stellantis). What happened In February 2024, Miss T acquired a vehicle via a conditional sale agreement wi... (3 pages)View decision -
Decision Reference DRN-5755620
8 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5755620 The complaint Mr C complains about First Central Underwriting Limited’s (First Central) handling of a claim on his motor insurance policy. Amongst other things it told him it would pursue a claim holding the third party 100% responsible for an incident that occurred but then... (8 pages)View decision -
Decision Reference DRN-5867928
8 Oct 2025 Salad Finance Limited UpheldConsumer CreditDRN-5867928 The complaint Mrs C is complaining that Salad Finance Limited trading as Salad Loans (SFL) shouldn’t have lent to her. What happened SFL approved three loans for Mrs C - £500 in December 2022, £1,200 in July 2023, and £1,500 in April 2024. Each loan was refinanced by the one... (3 pages)View decision -
Decision Reference DRN-5727054
8 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727054 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he was the victim of two investment scams. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr J was contacted by... (7 pages)View decision -
Decision Reference DRN-5755000
8 Oct 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5755000 The complaint Mr H complains that Northern Bank Limited trading as Danske Bank didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H says that he was cold called by a company I’ll refer to as C. During this contact he said they presen... (3 pages)View decision -
Decision Reference DRN-5836302
8 Oct 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5836302 The complaint Mr C complains about the service received by The Co-operative Bank PLC (“Co-op”) regarding the transfer and receipt of funds from a property sale. In particular, Mr C is unhappy about the delay in crediting the funds to him following Co-op receiving them. Mr C ... (3 pages)View decision -
Decision Reference DRN-5756955
8 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5756955 The complaint Ms F has complained about the advice provided to her by St. James's Place Wealth Management Plc (‘SJP’) in respect of benefits she was entitled to under a pension sharing order (‘PSO’) which she felt was delayed and had an impact on her housing arrangement... (8 pages)View decision