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 375868 results
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Decision Reference DRN-4921564
4 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4921564 The complaint Mrs W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In February 2023 Mrs W entered into a 2... (4 pages)View decision -
Decision Reference DRN-5249614
4 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5249614 The complaint Mr P complains Royal & Sun Alliance Insurance Limited (RSA) failed to progress a referral for legal assistance as part of a claim on his motor insurance policy. RSA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (2 pages)View decision -
Decision Reference DRN-5263776
4 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5263776 The complaint Miss S complains that Vanquis Bank Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with 8% simple interest and any adverse information relating to the account removed from her credit file. Miss S is represented... (3 pages)View decision -
Decision Reference DRN-5105602
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5105602 The complaint Mr C and Ms C complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened In 2019, Mr C and Ms C heard about an investment from a family member. It involved a company I’ll refer to as B, as well ... (5 pages)View decision -
Decision Reference DRN-5305030
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305030 The complaint Mr S complains that NewDay Ltd erroneously accepted a fraudulent credit card application made in his name without his knowledge or consent, which has caused him financial loss and distress and inconvenience. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5253518
3 Feb 2025 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-5253518 The complaint Mr I complains Secure Trust Bank Plc made mistakes when he attempted a partial ISA transfer to them and says it hasn’t compensated him properly for those mistakes. What happened Mr I had an ISA with Secure Trust. He also had an ISA elsewhere with more than £85,... (3 pages)View decision -
Decision Reference DRN-5249381
3 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5249381 The complaint Mr T has complained, via a representative, that Nationwide Building Society (“Nationwide”) failed to explain whether there was any element of interest, or that it was an award for distress and inconvenience, when Nationwide paid compensation in response to Mr T... (4 pages)View decision -
Decision Reference DRN-4940214
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4940214 The complaint Mr M complains about Santander UK Plc (“Santander”) for declining his claim for a refund, following issues he experienced with a van purchase. He wants Santander to refund him for his purchase on behalf of the supplier. What happened Mr M purchased a second-han... (2 pages)View decision -
Decision Reference DRN-4882774
3 Feb 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4882774 The complaint Mr B complains about the way that Stellantis Financial Services UK Limited, trading as Vauxhall Finance, has dealt with the payments that he’s made under a conditional sale agreement that he entered into to pay for a car. What happened A used car was supplied t... (3 pages)View decision -
Decision Reference DRN-5304982
3 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304982 The complaint Mr L complains that Revolut Ltd hasn’t protected him from losing money to scams – an investment scam and a follow-on recovery scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summar... (4 pages)View decision
