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 365360 results
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Decision Reference DRN-5387075
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387075 The complaint Mr and Mrs F say Nationwide Building Society (“Nationwide”) refuse to replace missing funds from their account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr and Mrs F say Mr F went into... (2 pages)View decision -
Decision Reference DRN-5487889
16 Apr 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5487889 The complaint Mr A complains PayPal UK Ltd unfairly charged him. What happened Mr A says he was incorrectly charged a fee. Mr A says he tried to complain about this, but his complaints were closed down or ignored. Mr A continued to raise this with PayPal, and it sent him a... (5 pages)View decision -
Decision Reference DRN-5322929
16 Apr 2025 Integrated Financial Arrangements LTD Not upheldPensions and AnnuitiesDRN-5322929 The complaint Mrs C complains that Integrated Financial Arrangements Ltd trading as Transact (Transact) made errors and provided her with a poor service for the pension she held with it. What happened Mrs C had a Personal Pension with Transact which she set up in 2022 follow... (6 pages)View decision -
Decision Reference DRN-5312539
16 Apr 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5312539 The complaint Mr R, who is represented by a third party, complains that Billing Finance Limited (‘Billing’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In December 2020 Mr R acquired a new car financed by way of a hire purc... (4 pages)View decision -
Decision Reference DRN-5484052
16 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5484052 The complaint Mr and Mrs H have complained about the way AXA Insurance UK Plc has handled their subsidence claim, under their home insurance policy. What happened The background to this complaint is well known to both parties, so I won’t repeat it here. In summary, Mr and ... (4 pages)View decision -
Decision Reference DRN-5137493
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5137493 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr M is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (9 pages)View decision -
Decision Reference DRN-5474801
16 Apr 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5474801 The complaint Mr H complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found below.... (7 pages)View decision -
Decision Reference DRN-5421647
16 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5421647 The complaint Mr M complains about the quality of a car he has been financing through an agreement with Volkswagen Financial Services (UK) Limited, trading as Skoda Financial Services (“SFS”). What happened Mr M took receipt of a used car in July 2023. He financed the deal t... (3 pages)View decision -
Decision Reference DRN-5462842
16 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5462842 The complaint Mr O complains Zopa Bank Limited (“Zopa”) hasn’t given him 8% simple interest despite upholding his irresponsible lending complaint. What happened In July 2022 Mr O was provided with a loan for £6,000.00 from Zopa. The loan was due to run for 48 months. In 20... (3 pages)View decision -
Decision Reference DRN-5401053
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401053 The complaint Mr H complains about the way Santander UK Plc (‘Santander’) reported a missed payment on his credit card account to the Credit Reference Agencies (‘CRAs’). Mr H wants his credit file amending. What happened Mr H complained to Santander that there’d been an er... (3 pages)View decision
