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 364862 results
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Decision Reference DRN-5321470
4 Apr 2025 Together Personal Finance Limited Not upheldMortgagesDRN-5321470 The complaint Mr T and Ms M have complained about a mortgage they held with Together Personal Finance Limited. What happened Mr T and Ms M held a mortgage with Together and in 2019 their mortgage was rearranged onto a new preferential rate product. To do so Together ended th... (5 pages)View decision -
Decision Reference DRN-5212116
4 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5212116 The complaint Mr D complains that Revolut Ltd cancelled his card after he reported that a payment he’d made was fraudulent. What happened Mr D had an account with Revolut. In September 2024, Mr D contacted Revolut to say he didn’t recognise a payment to a merchant who I’ll c... (2 pages)View decision -
Decision Reference DRN-5347796
4 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5347796 The complaint Mr N is unhappy with HSBC UK Bank Plc. He’s been a customer of HSBC for over 60 years. He feels HSBC is asking intrusive questions about his personal finances and threatening to close his account if he doesn’t provide answers. Mr N checked with The Financial Co... (3 pages)View decision -
Decision Reference DRN-5449404
4 Apr 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5449404 The complaint Ms C, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (‘Moneybarn’) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In November 2015, Ms C acquired a used car f... (5 pages)View decision -
Decision Reference DRN-5457713
4 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5457713 The complaint Miss W has complained about the way her motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim that was made on her policy by a third party. What happened I issued a provisional decision regarding this complaint last month where I... (6 pages)View decision -
Decision Reference DRN-5435557
4 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5435557 The complaint Miss C says National Westminster Bank Plc irresponsibly let to her. What happened Miss C took out a £6,000 loan over 60 months from NatWest on 23 November 2023. The monthly repayments were £181.35 and the total repayable was £10,881. Miss C says her expenses al... (3 pages)View decision -
Decision Reference DRN-5375508
4 Apr 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5375508 The complaint Miss F has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave her a loan that she couldn’t afford to repay because she was left with insufficient funds each month. What happened A summary of Miss F’s borrowing can be found below. loan ... (5 pages)View decision -
Decision Reference DRN-5449511
4 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5449511 The complaint Mr and Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-5371756
4 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5371756 The complaint Mr S complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr S was provided with a £25,000 loan by Shawbrook in March 2022. The loan term was 84 months and Mr S was required to make monthly repayments of around £405. Mr S... (3 pages)View decision -
Decision Reference DRN-5381936
4 Apr 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5381936 The complaint Miss F complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan she couldn’t afford to repay. What happened A summary of Miss F’s borrowing can be found below. loan number loan amount agreement date repayment date number monthly instal... (4 pages)View decision
